Some solicitors aren't even following the most basic codes of professional conduct, such as acting in their clients' best interests, according to the results of a new Which? survey of people who felt they had shoddy service from their solicitors.

Excessive delays were the top complaint. 71% cited delays and two thirds of people in the survey said they weren't given any sort of estimate at the outset of how long their case would take. Unprofessional behaviour was the top complaint in Scotland.

Negligence (not carrying out the service with reasonable skill or care) was second: more than half those surveyed said their solicitor was negligent. The third most complained about problem was mistakes being made, which happened to more than half those surveyed.

Other complaints included solicitors not replying to letters or phone calls, meaning people felt they were being 'kept in the dark' and 'totally worn down by the business of chasing'. Over a third of people didn't think their solicitor treated them with respect; one woman said her solicitor was "…so rude and sarcastic, he left me in tears for days."

To over-stressed to complain

Many - more than 40 per cent - of those who said they'd received poor service failed to complain. The main reason given was that they felt there was no point, but some people said they'd have found it too stressful or upsetting. A few even felt threatened - one said she didn't want to complain for "fear of repercussions."

Almost all those who did complain to their solicitors' practice were unhappy with the way their complaint was dealt with. Nearly three-quarters said their complaint wasn't resolved.

In response, the Law Society said other surveys had contradicted the report's conclusions, but it did acknowledge there had been problems with its complaints' handling process in the past.

Malcolm Coles, editor of Which?, says: "The most common reasons for people using a solicitor are also the most stressful experiences in life: bereavement, divorce and moving home. The last thing people need at times like that is to be stressed out further by shoddy service from their solicitor."

Which? is calling for the government's review of solicitors in England and Wales to put an end to self-regulation.