Making a complaint about a family court decision or process

REVIEWED BY: Sean McNamara on 2026-08-29

The distinction: complaint vs appeal

Complaint — the process was poor (delays, lost documents, rude staff, wrong forms)
Appeal — the decision was wrong (the judge made an error of law or reached a plainly wrong conclusion)

If you disagree with the outcome, complaining won't change it — you need an appeal (see our appeals guide). Complaining addresses the process, not the decision.

Complaining about HMCTS (the court service)

Route: HMCTS feedback and complaints

Online: https://www.gov.uk/government/organisations/hm-courts-and-tribunals-service
What to include: case number, court name, what went wrong, when, what you want as a remedy
They aim to respond within 30 days
What it can fix: lost documents, listing errors, staff conduct, delay in issuing, wrong forms sent
What it cannot fix: the judge's decision, the law, the other party's conduct

Complaining about a judge's conduct

Route: Judicial Conduct Investigations Office (JCIO)

Online: https://www.judicialconduct.gov.uk
What it can address: a judge's personal conduct (rudeness, bias in behaviour, falling asleep, inappropriate comments)
What it cannot address: the judge's legal decisions (that's an appeal)
Time limit: within 3 months of the conduct
Outcome: the judge may receive advice, a formal warning, or (in rare cases) be removed
The judge's decision remains unchanged regardless of the outcome

Complaining about CAFCASS

Route: CAFCASS complaints procedure

Online: https://www.cafcass.gov.uk/contact-us
What it can address: an adviser's conduct, accuracy of a report, delay, failure to follow procedure
What it cannot address: the substance of the recommendation (address that at the hearing)
If unresolved: escalate to the Independent Reviewer (details on the CAFCASS website)

Complaining about a solicitor

Route 1: The firm's own complaints procedure (every firm must have one — ask for it in writing)

Route 2: Legal Ombudsman

Online: https://www.legalombudsman.org.uk
Phone: 0300 555 0333
What it can address: poor service, delays, overcharging, failure to follow instructions
What it cannot address: the merits of the legal advice (was the advice right?)
Time limit: within 1 year of the problem or of the firm's final response
Outcome: the Ombudsman can order the firm to apologise, reduce fees, pay compensation (up to £50,000), or refund costs

Route 3: SRA (Solicitors Regulation Authority)

Online: https://www.sra.org.uk
What it can address: serious misconduct (dishonesty, discrimination, misuse of client money)
What it cannot address: service quality (that's the Legal Ombudsman's job)
Outcome: the SRA can discipline, fine, or strike off a solicitor

Practical tips

1. Put everything in writing — phone calls are hard to evidence 2. Keep copies of every letter, email, and form 3. Be specific — dates, names, what happened, what you want as a remedy 4. Stay factual — emotional language weakens your complaint 5. Know the deadline — every route has one 6. Escalate in order — firm → Ombudsman → SRA (don't skip steps)

Official links

Legal Ombudsman: https://www.legalombudsman.org.uk
SRA: https://www.sra.org.uk
JCIO: https://www.judicialconduct.gov.uk
HMCTS: https://www.gov.uk/government/organisations/hm-courts-and-tribunals-service
CAFCASS: https://www.cafcass.gov.uk/contact-us

This page is general information, not legal advice. YourFamilyCase.co.uk is an independent information directory and is not affiliated with any of these bodies.

Content verified against the official HMCTS court directory, gov.uk forms and fees pages, and the professional body registers (SRA, FMC, Bar Council). Last reviewed September 2026.