Fee Disputes and Complaints

Step 1 — Get the breakdown

Direct Answer: Before complaining, ask in writing for an itemised statement showing the gross damages, each deduction, and the clause in your agreement that authorises it. Most fee disputes turn out to be either a genuine error or a term that was never clearly explained — and both are easier to resolve with the figures on one page.

Check the breakdown against what your agreement actually says. In a personal injury CFA the success fee taken from damages is capped, and disbursements and any ATE premium are separate items. Our costs and deductions guide sets out what each element should be.

Step 2 — Complain to the firm

Every regulated firm must operate a complaints procedure and tell clients how to use it. Put your complaint in writing, state plainly what you say is wrong and what outcome you are seeking, and keep a copy. Ask for their final response — that phrase matters, because it starts the clock for escalation.

Step 3 — Escalate to the right body

Time limits apply at every stage and are the most common reason a valid complaint fails. Check the current limits on the Ombudsman’s own site rather than relying on a general guide, and act promptly after a final response.

Court assessment of a bill

In some circumstances a solicitor’s bill can be assessed by the court. It is a formal process with strict deadlines, and there can be costs consequences if the assessment does not reduce the bill by enough. Take independent advice from a costs specialist before starting — this is not a step to take on general information.

Frequently Asked Questions