15 April 2020
This guidance for legal service providers sets out our approach when considering complaints as a result of the difficulties brought about by COVID-19.
We are currently able to maintain a reasonable level of service and therefore, where it is possible, our aim is to continue to progress complaints.
However where this is not possible we will talk to both service providers and complainants to agree an approach which is fair to all parties.
We know that COVID-19 has created challenges for all businesses in terms of how they operate: while some are able to operate as usual, others are operating a reduced service and some have taken the decision to close completely. In addition many complainants do not have the capacity to follow a complaints process at the moment.
As different legal service providers are in different positions, we will not seek to take a blanket approach to any particular rule or issue, but consider each in the context of the individual circumstances and the principles we set out in this guidance.