Law Society warns of administrative burden of new SRA complaints rules
Summary
The Law Society has criticised the SRA’s proposed changes to first-tier complaints handling, arguing they may add administrative burden without clear consumer benefit. The consultation follows record complaint volumes and concerns from the Legal Ombudsman about poor complaints handling in a significant share of cases, while the Law Society also highlights the growing impact of AI-assisted complaints.
Why it matters
For residential property surveyors who work alongside solicitors in transactions and disputes, complaints-handling standards can affect service expectations, escalation risk and professional relationships. The discussion also signals a broader regulatory focus on consumer redress and process robustness across property-related legal services.
Key points
- The SRA is consulting again on first-tier complaints handling requirements.
- The Law Society says the proposals could increase burden without clear benefits.
- More than 41,000 first-tier complaints were reported in 2025, the highest since 2012.
- LeO found poor complaints handling in 46% of cases it investigated in the first three quarters of 2025-2026.
- AI-generated complaints are raising concerns about volume, complexity and resource demands.
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