The Solicitors Regulation Authority (SRA) has unexpectedly withdrawn its proposed changes to complaints handling rules, which were aimed at improving transparency and accessibility for clients. The move comes after the Legal Services Board (LSB) indicated it was not ready to approve the proposals in their current form.
What Were the Proposed Changes?
- Law firms would have been required to:
- Provide complaints information at the end of a client matter, on request, and if a complaint was made during the matter – in addition to the current requirement at the start.
- Make complaints information clear, accessible, and prominently displayed on their websites.
The SRA submitted the application for approval in October 2025, but after the LSB extended its decision period and raised concerns, the regulator withdrew the application in January 2026.
Why the Withdrawal?
The LSB reportedly signalled that it could not accept the proposals as drafted. The SRA is now reviewing feedback and considering how to move forward with updated proposals. Neither body has disclosed the specific issues that led to the withdrawal.
Context and Implications
- These changes were part of the SRA’s response to statutory requirements issued by the LSB in May 2024, which aimed to improve first-tier complaints handling across the legal profession.
- The withdrawal means the SRA has missed the compliance deadline, and the LSB may consider enforcement action, including a public censure.
- Other regulators, such as the Bar Standards Board and CILEx Regulation, have already implemented similar changes.
Industry Reaction
The Law Society had opposed some aspects of the proposals, warning they could cause practical difficulties and lead to unwarranted complaints. Concerns included identifying the end of a matter and the risk of encouraging meritless complaints.
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