Wills and probate complaints highlight key lessons for legal practitioners and consumers

 

The LSRA has published its latest independent complaints handling report, covering 3 September 2025 to 6 March 2026.

 

A total of 1,000 complaints about legal practitioners (solicitors and barristers) were received during the reporting period, an increase of 19% on the previous six months. A total of 1,139 complaints were closed in that time.

 

Key findings from the report

  • Of the 1,000 complaints received, 960 related to solicitor and 40 to barristers, reflecting the nature of solicitors’ work having a greater level of contact with consumers of legal services.
  • Of the 1,139 complaints closed during the reporting period, 86 complaints (51%) were deemed to be inadmissible following a statutory assessment.
  • A further 240 complaints (21%) were resolved with the assistance of the LSRA, including 20 complaints resolved through the LSRA’s Informal Resolution process with the assistance of trained mediators.
  • 41 (3%) complaints of alleged misconduct and were referred by the LSRA’s Complaints Committee to the Legal Practitioners Disciplinary Tribunal (LPDT).
  • During the reporting period, legal practitioners were directed by the LSRA to pay a total of €86,944 in compensation to clients and to waive or refund a further €79,888 in legal professional fees charged.

 

Commenting on the release of the report, Niamh Muldoon, Chief Executive Officer of the LSRA, said: “The LSRA’s complaints handling plays an important role in ensuring that concerns about legal services are examined fairly and independently. A significant proportion of complaints continue to be resolved at an early stage with the support of the LSRA. This is often the most effective way to address issues and achieve practical outcomes for both clients and legal practitioners.”

 

Complaints relating to wills and probate are examined in this report, continuing our series of themed complaints reports designed to support legal practitioners in reflecting on their practice and to help consumers better understand the standard of service they should receive.

 

Such complaints account for 7% of all complaints received by the LSRA to date (671 out of 9,616). The report identifies a number of recurring issues in these complaints, including delays in progressing matters, poor communication with clients and failures to manage client expectations. While these issues can arise across different areas of legal services, their impact can be more acutely felt in the context of wills and probate.

 

By focussing on themes in complaints, highlighting client expectations and key messages for legal practitioners, and providing case studies with lessons learned, we continue in our commitment to promoting improved standards in the delivery of legal services.

 

Read the full independent complaints handling report with a focus on wills and probate here.

Read the press release here.