The Legal Ombudsman (LeO) has published its complaint data for Q3 of 2025/26 which reveals “a sustained and accelerating demand” for help and the highest complaint volumes for any previous quarter on record.
The number of new complaints received by the LeO increased by 29.8% in the reporting period, which covers 1 October to 31 December, compared to the same time a year ago.
The organisation said it expects to receive over 14,000 complaints this year – an increase of 120% since 2019/20.
“LeO is experiencing a sustained and accelerating demand for its help, putting a significant strain on its service,” the organisation said.
“The picture has changed even since LeO published its budget and business plan consultation in November 2025. To the end of Q3 of 2025/26, the number of new complaints received by LeO increased by 29.8% year-on-year – exceeding LeO’s worst-case projections.
“This rise can be seen particularly starkly in our latest quarterly data. In Q3 2025/26, LeO received 3,496 new complaints – up 37% on the same quarter in 2024/25.”
Residential conveyancing remains the largest area of demand with 647 complaints (36% of the total), although the LeO said it recognises the sector has a high volume of transactions which will in part account for the high number.
Wills and probate complaints accounted for 14% of the total, with 254 complaints. Family law received 184 complaints.
Just over half (52%) of the complaints received during the reporting period were resolved by early resolution, a 6 percentage point increase on the previous quarter. “Resolving complaints quicker and reaching agreement in this way benefits both consumers and the service providers, as well as reducing the resource impact on our service,” the LeO said.
The remaining 48% of complaints were the subject of in-depth investigations by the LeO.
Evidence of poor service was found in 361 complaints (69% of those assessed), with the highest incidence in wills and probate, at 81% of the complaints assessed. Evidence of poor service was found in 73% of the residential conveyancing complaints assessed, and in 59% of family law cases.
Poor communication complaints were the most upheld complaint type, with 85% of the 231 complaints upheld. Of the 183 complaints investigated for delay and failure to progress, 69% were upheld. Complaints about failure to follow instructions and failure to advise were upheld in 62% and 42% of investigated complaints respectively.
Complaint handling in family law has steadily improved, the LeO said, with poor complaint rates dropping from 40% in Q1 2025/26 to 32% in Q3 2025/26.
“LeO is seeing signs of continued improvements in complaint handling here, where service providers are working with LeO either directly or through our guidance and resources on effective complaints handling,” the organisation said.
A total of £869,300 was directed in remedies to put things right in Q3, including compensation for emotional effects and refunds, reductions or waivers of costs.
“Compensation for emotional effects is frequently the most overlooked remedy at first tier,” the Leo said.
“A significant number of complaints may have been resolved earlier had appropriate compensation for emotional effects been offered when service failings were acknowledged.”
Complaints about poor communication continue to be the main reason cases are escalated to LeO and could be better handled at first-tier if issues are recognised at the first point of contact, the organisation said.
Resources are available for service providers to use when addressing complaints and determining suitable remedies: Guidance on Remedies.
The LeO has also published a series of case studies to help firms find out more about its processes and how it resolves complaints.
