The Legal Ombudsman has shared details of the complaints it received about family law in 2025/26.
In its annual report published earlier this month, the LeO revealed complaints had risen by 37% overall, with an increase of 3,812 taking the total to 14,259. Family law accounted for almost 10% of the increase. The ombudsman has now shared further detail about the types of complaints it received about family law.
Complaints relating to matrimonial law fell by 4%, but complaints about child law more than doubled, rising by 108% compared to 2024/25, albeit from a small base (51 to 106).
Complaints accepted by the ombudsman related to child law included concerns about high or unexpected legal costs.
“Child law matters can become complex and lengthy, meaning costs can escalate quickly if expectations are not managed effectively, service providers should have clear and ongoing discussions about fees with the consumer as cases progress”, the LeO said.
Other types of family law complaints the LeO saw over 2025/26 included concerns about representation during court proceedings and hearings, including complaints that instructions were not followed or that consumers felt their views had not been properly reflected.
“It is important to note here that whilst consumers may want their service provider to put forward arguments, or to question elements of the case, it may not be the appropriate hearing for those to be raised”, the LeO pointed out.
“Service providers should be clear with their consumers on the purpose of hearings, explaining what would be discussed. Where the service provider feels the instructions from their consumer are not within the remit of the hearing, they should explain this clearly beforehand. This helps reduce complaints by providing clarity to the consumer and managing their expectations.”
Overall, a quarter of consumers (25%) said they had not received a response to their complaint from their service provider, which the LeO said indicates too many service providers are not to be following their regulatory obligations with respect to complaint handling.
The same core service issues continue to drive complaints across different areas of law, with communication and delay accounting for 46% of complaint types.
Across most areas of law, complaints were linked to consumers feeling unclear about what was happening, why decisions were being made, or what they were being charged for.
“This points to a continued need for service providers to set clear expectations at the outset, provide regular updates, explain advice and next steps clearly, and address concerns before they escalate,” the LeO said.
The LeO has shared a case study examining complaint handling within family law.
