Law Society warns of SRA complaint rule burdens

The Law Society of England and Wales has cautioned that proposed changes by the Solicitors Regulation Authority (SRA) regarding first-tier complaint handling could increase administrative burdens for firms without providing clear benefits to consumers.

The SRA recently conducted a second consultation on its proposals to update requirements for managing complaints. This follows a period of high complaint volumes; in 2025, firms reported over 41,000 first-tier complaints, the highest number recorded since 2012. Additionally, data from the Legal Ombudsman indicated that complaint handling was deemed poor in 46% of investigated cases during the first three quarters of 2025-2026.

Law Society president Mark Evans stated that while the intention to improve handling is supported, the Society urges the SRA to consider if new requirements are necessary given the current landscape. The Society highlighted concerns regarding the rise of AI-assisted complaints, which may increase the volume, complexity, and resources required to resolve disputes.