I Think I Chose the Wrong Solicitor or Claims Company, What Can I Do
Regretting who you instructed does not necessarily mean you need to cancel immediately.
Regretting who you instructed does not necessarily mean you need to cancel immediately.
Sometimes the problem is poor communication that can be fixed. Sometimes expectations were unrealistic. Sometimes the service or charging information genuinely gives cause for concern.
The useful first step is to identify what is actually wrong before deciding what to do about it.
What is making you doubt the choice?
Try to name the problem.
Is nobody returning calls? Do you not know who handles the case? Were deductions different from what you expected? Do you feel pressured to accept an offer? Has the firm failed to explain a free direct route? Are you simply frustrated because the claim is taking longer than expected?
Different problems need different responses.
Ask for a proper case and costs update
Request:
• the current stage of the matter;• outstanding evidence or decisions;• who has the next action;• the next expected milestone;• an up-to-date costs position;• the deductions that could apply if successful; and• a copy of the agreement and any insurance documentation.
A clear written update may either restore confidence or confirm that the problem is more serious.
Check who actually regulates the business
A solicitor’s firm should appear on the SRA’s records where it is SRA-regulated.
Claims-management companies carrying on regulated claims-management activity may instead be regulated by the Financial Conduct Authority.
The protections, complaints routes and professional obligations can differ. Do not assume that a website using legal language is itself a solicitors’ practice.
Raise the concern before making a rushed move
If the problem is service, use the firm’s complaints procedure.
Explain what happened, what information is missing and what you want them to do. Keep the complaint factual.
If it cannot be resolved, the Legal Ombudsman may deal with eligible complaints about legal service providers, while regulatory concerns can be reported to the appropriate regulator. These routes serve different purposes.
Can I move the case elsewhere?
Potentially, yes.
Another solicitor may be willing to take over, but first understand the existing funding agreement, accrued costs, disbursements and how the file would be transferred.
Ask the prospective new solicitor what they think of the merits and funding before ending the first retainer. Otherwise you could terminate one arrangement and discover that nobody else is prepared to run the claim on the same basis.
What if the real problem is the claim itself?
Sometimes dissatisfaction with the representative is actually disappointment with the evidence.
A solicitor may tell you liability is weak, medical evidence does not support the expected value or an offer is reasonable. Unwelcome advice is not automatically poor service.
Ask them to explain the reasoning and evidence. If the decision is significant, a second legal opinion may be appropriate.
Do not let the dispute consume you
A conflict with a solicitor or claims company can become another source of anxiety on top of the original accident or redress issue.
Deal with it methodically: information, complaint if necessary, independent advice where justified, then a decision.
Counselling can support the emotional impact of feeling trapped or mistrustful, but it should not be used to steer you towards a particular legal provider.
Last reviewed
5 September 2026
Important informationThis guide provides general information and is not intended to provide legal, financial, medical or other professional advice. Individual circumstances can be different. You may wish to check current information from official sources and seek advice from an appropriately qualified professional before making important decisions.