Dr Brian Doherty

The regulator’s latest annual report reveals that it received 1,476 complaints in 2024, the fifth full year that it has operated as the independent complaints handling body for complaints about both solicitors and barristers.

A total of 1,410 complaints related to solicitors while 66 related to barristers, reflecting the higher number of solicitors and their greater level of contact with consumers.

The LSRA closed a total of 1,474 complaints over the year, with more than one in five of all closed complaints being resolved between the parties, including with the assistance of the LSRA’s complaints staff and trained mediators.

Dr Brian Doherty, the LSRA’s outgoing chief executive, said: “In 2024, the LSRA handled a 14 per cent increase in complaints which was largely due to a high volume of complaints by banks in relation to failures by solicitors to comply with undertakings.

“Increases in complaints numbers of course brings challenges in relation to resourcing and delivering our services in a timely manner.

“Despite this increased workload, I am pleased to report that for the third year in a row, there was an increase in the total number of complaints closed.

“This high closure rate is the direct result of a sustained and focused effort by both LSRA staff and members of its regulatory committees who strive to improve efficiencies and refine complaints handling processes.”

He added: “The number of complaints resolved between the parties continues to grow and stood at one in five complaints in 2024.

“The LSRA understands of course that informal resolution may not be appropriate in every type of complaint.

“However, our mediation service is safe, confidential and voluntary and we see from the evidence that informal resolution can be a very effective and efficient way for both parties to work through their issues or disputes.”