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Complaints about our service

Whilst we may not always be able to provide you with the out come you want in your case, we aim to provide you with a good level of service in line with our customer service principles.

Our process for investigating your complaint about a lawyer gives you an opportunity to challenge and comment on the views of your investigator. For example, if you are unhappy with the following we will explain the next steps:

  • which investigator is dealing with yourcase
  • our views about your case
  • our decision not to accept a complaint for investigation and/or the issues we can look into
  • how we undertake an investigation
  • the case decision or the ombudsman’s final decision.

However, if you are unhappy with the service you have received we will try and put things right for you. For example, if you feel we have:

  • been rude to you
  • not contacted you in the way you’d asked
  • not kept you updated on progress or caused unnecessary delays.

If you have any complaints about our service you should bring these to our attention as follows:

Who do I complain to about the service I have received?

Tell the person dealing with your case

If you are not happy with our service, firstly tell the person who’s been dealing with your case. Most of the time, they, or their manager, will be able to get things sorted for you straight away.

If you have been unable to resolve the complaint with the person dealing with your case, it will be escalated to our Operational Support Team. Alternatively, if you are not sure who is dealing with your case,you can contact them directly in any of the following ways:


Operational Support Team

Legal Ombudsman

PO Box 6803




Telephone: 0300 555 0333 (and ask to speak to a member of the service complaints team)

NGT Lite users: 18001 0300 555 0333

Overseas:+44 121 245 3050

If you would like them to communicate with you in a particular way, please let them know.

Triage stage

A member of our Operational Support Team will work with you to ensure that we understand your complaint about our service. Once your complaint is understood, they will decide if it falls within our service complaint policy. If it does not fall within the policy they will contact you and explain why.

If the complaint does fall within the service complaint policy, they will decide if the complaint needs to be allocated for investigation or if they are able to sort things out quickly and informally. If the complaint is not resolved at this stage it will then be referred to the Customer Experience Specialist to complete a stage one investigation.

1: Tell our Customer Experience Specialist

If you feel the problems have not been sorted out, the complaint will be escalated to our Customer Experience Specialist. If your case is closed, you will need to do this within two months from the closure of your case.

Our Customer Experience Specialist won’t be able to look into the outcome of your case but they will examine the level of service we have provided.

They will respond to you fully within one month of your complaint being allocated to them.

2: Ask a senior manager to look at it

If the Customer Experience Specialist hasn't been able to sort out your complaint about the service we have provided, you can ask that a senior member of staff reviews your concerns. You will need to make this request within one month of receiving a response from our Customer Experience Specialist.

The senior member of staff will respond to you fully within one month of your complaint being allocated to them.

3. Ask our Service Complaint Adjudicator to review the service provided to you

If you are still unhappy you can ask for your complaint to be reviewed by our external, independent Service Complaint Adjudicator. Please note that the Adjudicator will only consider your complaint following the conclusion of your complaint about your service provider. If your complaint has concluded, you must make this request within one month following a response from a senior manager.

The Service Complaint Adjudicator is appointed by our Board. The Adjudicator will not be able to change the outcome of your case but will carry out his/her own independent review of our service to you.

The Adjudicator will respond to you fully within one month of your complaint being allocated to them.

Service process flow chart