Complaints to LeO up 36% in 12 months, with a third relating to conveyancing
Summary
The Legal Ombudsman’s latest annual report shows a sharp rise in complaints, with residential conveyancing accounting for over a third of all accepted new complaints. The report highlights poor communication, delay, failure to advise, cost issues and failure to follow instructions as the main drivers, while also noting missed resolution targets and proposed changes to complaint-handling and charging models.
Why it matters
Residential property surveyors often work alongside conveyancers and may be affected by delays, communication failures and complaint escalation in transactions. The findings also signal wider pressure on the conveyancing process and a stronger compliance focus on how client complaints are handled.
Key points
- 36.1% of accepted new complaints related to residential conveyancing
- Poor communication and delay were the most common complaint themes
- LeO missed several resolution timing targets and still has a large backlog
- A new complaints resolution procedure and a 'polluter pays' charging model are under consultation
- Almost half of investigated complaints in 2024/25 involved poor complaints handling by law firms
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