Complaints Procedure

1. Our commitment

Law Aid Solicitors is committed to providing a high standard of legal service to all our clients. However, if at any stage you are unhappy with our service or the way your matter has been handled, we encourage you to tell us as soon as possible so that we can resolve the issue promptly and fairly. Making a complaint will not affect how we handle your case.

2. How to make a complaint

You can raise your concerns in writing (email or letter), by telephone, or in person. In the first instance, it may be helpful to contact the solicitor or case handler dealing with your matter to discuss your concerns informally. If your concern cannot be resolved informally, you can make a formal complaint.

3. Formal complaints process

Step 1 — Acknowledgement

We will acknowledge your complaint promptly, normally within 2–5 working days.

Step 2 — Investigation

Your complaint will be assigned to a designated complaints handler. We will review your file, gather relevant information and, where necessary, speak to the staff involved, keeping you informed of progress throughout.

Step 3 — Response

We aim to provide a full written response within 8 weeks of receiving your complaint. Our response will explain our findings and, where appropriate, propose a resolution.

4. Possible outcomes

Following our investigation, we may:

• Uphold your complaint and offer an appropriate remedy (e.g. an apology, corrective action or fee reduction)
• Partially uphold your complaint
• Reject the complaint, with reasons

Our aim is always to resolve the matter fairly and to your satisfaction.

5. If you are not satisfied

If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman, an independent body that investigates complaints about legal service providers.

The Legal Ombudsman can be contacted at:

• Website: www.legalombudsman.org.uk
• Telephone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

You must usually refer your complaint within 6 months of our final response, and within 1 year from the date of the act or omission complained about.

6. Complaints about conduct

If your complaint relates to professional misconduct, you may also report the matter to the Solicitors Regulation Authority (SRA) at www.sra.org.uk. The SRA deals with issues such as dishonesty, fraud or breach of professional rules.

7. Accessibility

We are committed to making this procedure accessible. If you require this information in an alternative format or need assistance in making a complaint, please contact us and we will be happy to assist.

8. Continuous improvement

We treat complaints as an opportunity to improve our services and ensure we continue to meet the highest professional standards.