On 1 July 2023, a new Core Regulatory Framework which replaced the former Rules of Conduct came into force. In addition, the way IPReg investigates and takes enforcement and disciplinary action has changed.
Both the new Core Regulatory Framework and the former Rules of Conduct require firms and sole trader attorneys to have in place an internal complaints system to try to resolve issues with their clients. If you are unhappy with the service you have received from your attorney you should first raise the issue with them under their complaints system.
IPReg deals with complaints in relation to breaches of the Rules of Conduct (for events which occur prior to 1 July 2023) and the Core Regulatory Framework (for events which occur from 1 July 2023). The Rules of Conduct will apply to events that occurred prior to 1 July 2023 even if you did not become aware of them until after 1 July 2023, or you did not make a complaint to IPReg until after 1 July 2023. IPReg cannot judge an attorney's conduct against a set of rules that were not in place at the time the conduct took place.
Some complaints are best dealt with by the Legal Ombudsman who specifically deals with complaints about fees, poor service and poor communication provided by regulated legal professionals to individuals, small businesses and charities. You can see our website here to see the full list of those eligible to complaint to the Legal Ombudsman and also the specific IPReg complaints-handling requirements in place for those that are eligible to complain to the Legal Ombudsman.
The Legal Ombudsman has powers to direct remedies in individual cases where poor service or the charging of excessive fees has been found. IPReg does not have those powers and instead considers whether the attorney or firm has breached our Rules of Conduct or the Overarching Principles of professional conduct that they are bound by. IPReg can take action to restrict an attorney's or firm's practice if it is found to have significantly fallen short of the standards expected of a regulated legal professional.
We have designed a Frequently Asked Questions document to help you to understand when and how you can make a complaint about a regulated attorney.
You can make a complaint to IPReg about a regulated person or firm by submitting this online form.