Solicitors may soon be required to notify clients about how to raise complaints not only at the beginning of a matter but also at its conclusion, under new proposals from the Solicitors Regulation Authority (SRA).

The regulator has today launched a consultation on proposed updates to the code of conduct. These changes would obligate solicitors to provide clients with complaints information at three key points: at the start of instruction, at the conclusion of a matter, and whenever a complaint is raised or requested during the course of legal work. The SRA is also considering strengthening the current requirement for firms to publish their complaints-handling procedures on their websites. The consultation specifically asks whether this information should be in a "prominent and accessible" location; similar to the existing requirement for publishing pricing details. According to an SRA survey, only 68% of firms currently publish complaints procedures online, despite it being mandatory. When published, the procedures are not always easy for clients to locate.

SRA chief executive Paul Philip stated:

“Solicitors shouldn’t be afraid of encouraging complaints – they are an opportunity to identify areas for improvement and ways to deliver more effectively for clients. Our research suggests that there’s no negative connotations around firms being so open about their complaints process.”

He added: “The rule changes we’ve suggested should help firms to help their clients by having clearer triggers for when complaints information is provided and having a clearer definition of what a complaint is. The changes would also provide us with a better idea of how the profession can improve customer service overall.”

The regulator notes that while the volume of complaints has risen in recent years, so too has the rate at which firms are resolving them. Between January and March this year, the SRA visited 25 firms and surveyed 750, revealing inconsistencies in how complaints are recognised and handled—spurring the proposed changes. Beyond conduct rule revisions, the SRA plans to increase the scope of complaint data it collects. One proposal under consideration involves gathering data on how quickly firms resolve complaints—information that may be included in future practising certificate renewals and potentially published for public awareness, with proper context provided.

The consultation remains open until 25th July 2025 and can be accessed here.

Source: John Hyde, The Law Society Gazette