Making a complaint
If you have an issue with the service being provided by your lawyer you should complain to them first and give them eight weeks to respond.
If after this you are still not happy, or the lawyer has not provided a response, you can bring your complaint to the Legal Ombudsman.
We aim to be open and independent while providing a fair and effective service. We are also completely free to use.
Our scheme rules dictate which complaints we can accept and the timeframes in which we can accept them. Watch this short video (available in sign language) to find out more or you can read our scheme rules in full.
Please call us on 0300 555 0333 to speak to one of our team. All calls are recorded and charged at a local rate. But, if you are worried about cost just let us know and we can call you back. Alternatively, you can email or write to us; our contact details can be found here.
We have also put together a useful guide to help you complain to your lawyer in the first instance. The guide, called ‘Be clear, be bold, be fair’ (pdf opens in a new window) includes a three step approach and should make the process of complaining easier.
If you want to make your complaint in writing here's an example letter that we've created. Example letter (pdf opens in a new window)
If you can’t resolve the complaint with your lawyer then our ‘Here to help’ leaflet will show you how to bring the complaint to us.
You can also use the various links in the right hand menu to get a step by step understanding of how we will deal with your complaint.
Download our complaint form (word document opens in new window, if you are having problems viewing this document, please choose option to 'save' to your computer and then open from there.)
Download our complaint form (pdf opens in new window)
Open the Word version of the complaint form and complete the form on screen. You can then save the form to your computer and then email it to us at: firstname.lastname@example.org
You will automatically receive an email to confirm that we have received your form.
We would prefer you to email the form to us as it means we can deal with your complaint more quickly than if it came to us by post. If you can't email it to us, you can fill in the form using your computer and print it off, or print it off and fill it in by hand.
Remember to sign your name in the places shown, and then post it to us at:
If you would like to contact us please call 0300 555 0333 Our team is available from 8.30am to 5.30pm to answer your calls.
- Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls.
- Calls are recorded and may be used for training and monitoring purposes.
If you are calling from overseas, please call +44 121 245 3050
For our minicom call 0300 555 1777
For general enquiries you can email us direct at email@example.com.
If you want to write to us, our address is
PO Box 6806,
Please do not send original documents. We will scan any documents you send us to make computer copies and then destroy the originals.
Please note, this is not an address for service of legal documents. Please contact us on 0300 555 0333 or email us at firstname.lastname@example.org for our address for legal service.
If you want to know more about how to make a complaint or to signpost people to us, we have produced some leaflets that might help. Click here to see them.
If you need information in another language, in large print, Braille or on audio CD,
please contact us on 0300 555 0333 or email@example.com
Or if you would like to contact us by minicom please call us on 0300 555 1777.
We can't access or accept documents that are stored in online document stores such as Microsoft SkyDrive, Xdrive and Livedrive. Please make sure you upload any documents to your email as an attachment. Alternatively, you can send documents to us by post.
PO Box 6806