Introduction

Poor communication from a solicitor can make any legal process more stressful. Whether you’re buying a home, sorting out a boundary dispute, arranging child contact, or seeking a financial order, you deserve clear updates and timely responses. Yet, many clients find themselves chasing emails, waiting for weeks, or left in the dark about what’s happening.

What Counts as Poor Communication or Delay?

Solicitors are expected to keep you informed, respond to your queries, and explain what’s happening at each stage. Poor communication includes:

• Ignoring emails or phone calls

• Failing to provide regular updates

• Not explaining delays or next steps

• Missing deadlines without warning

Examples:

• Conveyancing: You’re buying a house, but your solicitor doesn’t reply for weeks, leaving you unsure if contracts have been exchanged.

• Boundary issues: You ask for advice about a neighbour dispute, but get no response, risking escalation or missed opportunities to resolve.

• Child arrangements: You’re waiting for updates on a court application, but your solicitor fails to tell you about hearing dates or progress.

• Financial orders: You need urgent advice on asset disclosure, but your solicitor is slow to respond, risking missed deadlines.

Your Rights as a Client

Solicitors must act in your best interests and keep you reasonably informed. The SRA Code of Conduct requires them to communicate clearly, explain costs and progress, and respond promptly. If they fall short, you have the right to challenge their service.

Practical Steps to Challenge Poor Communication

If you’re experiencing poor communication or delays, you don’t have to just put up with it. There are clear steps you can take:

1. Raise the Issue Directly
Contact your solicitor by email or phone, clearly stating your concerns and asking for a prompt update. Be specific about what information or action you’re waiting for. Keep records of all attempts to contact them, including dates and copies of messages.

2. Use the Firm’s Complaints Procedure
If things don’t improve, ask for the firm’s complaints policy. Set out your concerns in writing, including examples and dates. Most firms are required to acknowledge and investigate complaints within a set timeframe.

3. Escalate to the Legal Ombudsman
If the firm doesn’t resolve your complaint within eight weeks, or their response isn’t satisfactory, you can submit a complaint using the Legal Ombudsman’s online form or by post. Attach copies of all relevant correspondence—emails, letters, and notes of phone calls. List missed deadlines, important dates, and any extra costs or inconvenience you’ve suffered. The Ombudsman will use this evidence to assess your claim.

Tips for Gathering Evidence:

• Save and print all emails, letters, and written records of phone calls.

• Create a timeline of missed deadlines and key dates.

• Collect receipts or statements showing extra costs or financial loss.

• Write a brief summary of how the delay or poor communication affected you (e.g., stress, lost opportunity).

Compensation, Remedies, and Real-Life Examples

If the Legal Ombudsman finds that your solicitor’s poor communication or delays caused you loss or inconvenience, they can order several remedies:

• Apology and improved service: The solicitor may be required to apologise and change how they communicate with clients.

• Completion of outstanding work: The Ombudsman can order the solicitor to finish any tasks they’ve neglected.

• Compensation for distress and inconvenience: Awards typically range from £100 to £500 for inconvenience or stress. If you’ve lost money or missed out on a property, compensation can be higher.

Real-Life Examples:

• Conveyancing: Sarah waited six weeks for an update on her house purchase. The Ombudsman found the delay unreasonable and awarded £250 for distress.
  
  

• Boundary dispute: Tom’s solicitor failed to reply to urgent emails, causing the dispute to escalate. The Ombudsman ordered an apology and £150 compensation.
  
  

• Child arrangements: Priya missed a court hearing because her solicitor didn’t inform her of the date. The Ombudsman awarded £500 for the impact.

• Financial order: Mark’s solicitor delayed sending key documents, risking his case. The Ombudsman required the firm to complete the work and pay £200 for inconvenience.

Conclusion

You don’t have to accept poor communication or endless delays. By raising your concerns, following the complaints process, and providing clear evidence, you can hold your solicitor accountable and seek fair compensation. If you’re struggling with silence or slow progress, take action—your rights are protected, and help is available.