Helping the public

Our job is to look at complaints about service providers in a fair and independent way; we will not take sides and are unable to provide legal advice.

Find out when and how we can help you.

How we can help

If you’ve not been happy with the service you’ve received from your legal service provider or claims management company (CMC), then contact us by phone, email, letter or live chat.

We can provide a template complaint letter to help you. We have a series of factsheets to explain what we do and how we do it. Plus, we have consumer guides and videos with our top tips.

What is your complaint about?

We can look into complaints as long as the service provider is regulated – we can check that for you.

Regulated claims management companies are authorised by the claims management regulator while regulated legal service providers include:

  • solicitors
  • barristers
  • licensed conveyancers
  • cost lawyers
  • chartered legal executives
  • notaries
  • patent attorneys
  • trade mark attorneys.

What we can do

We are able to tell your service provider:

  • to refund or reduce fees
  • to pay you compensation
  • to carry out extra work needed to put things right
  • to apologise
  • to give back documents

When can’t we help?

We are unable to:

  • investigate a complaint if you haven’t already complained to your service provider
  • investigate complaints where you are complaining about someone else’s service provider
  • provide legal advice or represent you in legal proceedings
  • recommend service providers
  • investigate a complaint that is already being looked at eg. by the courts
  • investigate a complaint where too much time has passed – but we can check that for you.

What sort of company is your complaint about?

Claims management companies

A claims management company (CMC) can help you make a claim for compensation, repayment or other settlement. Examples of CMC services are a PPI mis-selling claim, accident management services, personal injury claim or mis-sold investment or pension.

Make a complaint View our factsheets

Find out more on CMCs

Legal service providers

Regulated legal service providers offer a broad range of services. These include help with buying a house, divorce and child contact arrangements, wills and probate issues, and personal injury among many others.

Make a complaint View our factsheets

Find out more on legal service providers

The rules we follow

Our scheme rules set out how we resolve complaints.

They are approved by the Legal Services Board and the Lord Chancellor as required by the Legal Services Act 2007.

You can download the scheme rules by clicking here.

Scheme rules (pdf – opens in new window)

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