How to dispute and get a refund from a solicitor or estate agent

Professional services should always be transparent and fair, especially when it comes to fees. If you believe a solicitor or estate agent has overcharged you or provided substandard service, you have the right to dispute the charge. This guide will help you navigate the process of challenging their fees and seeking a refund.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill, and any information given about the service or its price is binding. If a solicitor or estate agent fails to meet these standards or charges an unfair fee, you have the right to complain. For solicitors, the Legal Ombudsman can investigate complaints about poor service or unfair bills. For estate agents, this is handled by either The Property Ombudsman or the Property Redress Scheme, depending on which scheme the agent is registered with.

Step by step

1Review your contract or terms of engagement carefully. Note any clauses relating to fees, service standards, and the complaints procedure.
2Write a formal letter of complaint to the solicitor or estate agent. Clearly state why you are disputing the fee, referencing specific dates, services, and any breaches of contract or consumer rights. Request a specific refund amount and give them a reasonable timeframe to respond, typically 14 days.
3If their response is unsatisfactory, or they fail to respond, escalate your complaint to the relevant ombudsman. For solicitors, contact the Legal Ombudsman. For estate agents, identify if they are registered with The Property Ombudsman or the Property Redress Scheme and submit your complaint there. Provide all supporting documentation.
4If the ombudsman's decision is not legally binding or you are still unsatisfied, you may consider pursuing your claim through the small claims court. This should be a last resort after exhausting all other avenues.

What they'll say, and your comeback

“You signed the contract, so you agreed to the fees.”

Comeback, While I signed the contract, the Consumer Rights Act 2015 states services must be performed with reasonable care and skill. My dispute concerns the quality of service or the transparency of the fee, not just the initial agreement.

“Our fees are standard for the industry and the work performed.”

Comeback, Fees must be fair, transparent, and reflect the work actually done. I believe the fee charged does not align with the service provided or the agreed scope of work, as per your professional obligations.

“The work was completed, so the fee is due.”

Comeback, I am not disputing that some work was completed, but rather the standard to which it was performed, or that the fee is disproportionate to the value and quality of the service received, which breaches consumer rights and professional standards.

FAQ

How long do I have to make a complaint?

For the Legal Ombudsman, you usually have six years from the date of the act or omission, or three years from when you should reasonably have known there was a cause for complaint. For property ombudsmen, you typically have 12 months from the date of the firm's final response to your complaint.

What if the firm refuses to engage with my complaint?

If the firm does not respond to your formal complaint within their stated timeframe (or a reasonable period like 14 days), you can escalate your complaint directly to the relevant ombudsman without waiting for their final response.

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A self-serve tool, not a law firm. General information, not legal advice.