We help sort out complaints you have about lawyers who have worked for you but we can only do this after you have made a complaint to them.
We are independent and we don’t take sides. We’re not part of the courts and we don’t work for lawyers. We will look at the facts of your complaint to reach a fair outcome.
We have powers to make things better if we think lawyers have done something wrong. But you must complain to your lawyer first.
There are lots of different complaints we can look at.
For instance if you are unhappy with how your lawyer has:
We can’t look at the things that a court has decided, just the things your lawyer has done. If we can’t help you we might be able to tell you who can.
We can’t get you out of prison or get your sentence overturned or reduced.
Our service is open to nearly everyone. As a prisoner (convicted, on remand, civil prisoners, young offenders, and people held in immigration detention) you are entitled to use our service.
It’s best if you can get in touch with us yourself. But we realise that sometimes this isn’t easy. Someone else can ring for you, such as a family member or friend, but we will need to check that you have agreed that they can speak for you.
If you pay someone else to speak for you, you will have to pay them yourself.
If there is a problem or you are unhappy with anything, you need to tell your lawyer first so they have a chance to sort it out.
Tell them that you want to make a complaint as soon as possible. Don’t leave it too long.
If you have any problems getting in touch with your lawyer and don’t know what to do next please contact us.
Give your lawyer eight weeks to sort things out.
If you‘re still unhappy after eight weeks let us know as soon as possible. This is because there are time limits for making a complaint.
Come to us as soon as you can after trying to sort things out with your lawyer.
If you aren’t happy with their final response, you only have six months to complain to us.
It will help if you can tell us:
Do not send us any original paperwork because all documents are destroyed once we have received them.
We sort out most of the complaints we see quickly by getting everyone to agree what’s fair. We can look into a problem in more detail if it needs it but this takes more time.
If we think your lawyers have not been good enough we can ask them to:
Write to us at:
PO Box 6806
Please note Rule 39 does not cover us so mark your correspondence Confidential Access.
Phone us on:
0300 555 0333
8.30am – 5.30pm
Calls are not free – you will have to pay for them. You can ask for this number to be put on your PIN.
Our Minicom number is:
0300 555 1777 8.30am – 5.30pm
If your prison uses the email a prisoner service we may choose to contact you by this method