The Legal Services Act 2007 says that we must have a set of rules (the Scheme Rules) which guide how we work. The rules are comprehensive and cover everything from who can complain, the types of complaints we can accept, when we can dismiss a complaint, and the different ways we resolve complaints.
We have also published Guidance on our Scheme Rules which may be useful.
Our Scheme Rules are updated from time to time. The current and archived versions of the rules can be found below:
Changes to Scheme Rules following full review. Amendments include changes to time limits.