Quarterly data reveals rising complaints, recurring service failings and sector pressure
The Legal Ombudsman has reported a sustained and accelerating increase in complaints, with new quarterly data confirming a sharp rise in demand for its services.
Figures for Quarter 3 of 2025 to 2026, covering 1 October to 31 December 2025, show that LeO received 3,496 new complaints. This marks a 37 percent increase compared with the same quarter in 2024 to 2025.
The growth forms part of a wider pattern across the financial year. Demand during the first three quarters of 2025 to 2026 stands 29.8 percent higher than during the equivalent period in 2024 to 2025. LeO now expects to receive more than 14,000 complaints by the end of the current financial year. That figure represents more than double the volume recorded in 2019 to 2020.
Early resolution continues to play a central role in handling cases. In Quarter 3, 52 percent of complaints were resolved without requiring an in-depth investigation. This reflects a six percentage point increase from the previous quarter. LeO has recently published guidance aimed at helping legal service providers address concerns at an earlier stage.
However, the data indicates ongoing weaknesses in first-tier complaint handling across the sector. Poor complaint handling was identified in 43 percent of complaints that reached an investigative outcome. During the quarter alone, LeO directed more than 850,000 pounds in remedies to consumers.
Recurring themes continue to emerge in the complaints received.
Communication concerns account for a quarter of complaints in Quarter 3. Clients reported feeling uninformed about the progress of their matter, unclear about the advice provided or uncertain about next steps. Of the communication complaints that progressed to in-depth investigation, 85 percent were upheld.
Delays and failures to progress matters also feature prominently. More than one in five accepted complaints related to delays, often without adequate explanation. In areas such as residential conveyancing and probate, delays can create significant anxiety, particularly where deadlines or time-sensitive decisions apply.
Issues surrounding the clarity and transparency of cost information remain evident. Some clients stated they would have felt more confident had fees, risks, and likely timelines been explained more clearly at the outset.
Phil Cain, Chief Ombudsman, said the continued rise in demand highlights the importance of strong first-tier complaint handling supported by clear communication and timely responses. He stated that LeO’s learning and insight resources are designed to help providers understand emerging themes, improve processes, and resolve concerns earlier.
As LeO finalises plans for 2026 to 2027, it is considering how it can work alongside regulators and the wider legal sector to respond to what it describes as unprecedented increases in complaint volumes.