Making a complaint
At the Law Society, we aim to provide the highest standards of service. However, there may be occasions when you feel that we have failed to meet your expectations. We want the opportunity to put things right for you as quickly as we can and take steps, where appropriate, to make sure that any mistakes don't happen again.
Our internal complaints process
If at anytime you have cause for complaint, the first step is to contact the relevant unit manager, either in writing or by telephone. We will acknowledge your complaint within five working days of receipt and will provide a detailed response within 20 working days of the acknowledgement. Some complaints may take longer to process, but we will keep you informed of this, reasons for the delay and revised time scales.
We will aim to resolve your complaint at this stage, and we hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.
If you remain unhappy with the response provided, you can ask for your complaint to be reviewed by a head of business unit. The executive review will look at any additional concerns you have and a response will be provided using the same timescales as above. We treat complaints seriously, and we expect that this final stage will bring the matter to a satisfactory conclusion.
We appreciate feedback and are committed to resolving all complaints quickly and fairly.