Complaints handling arrangements
Last updated: 12 January 2011
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Risk and Compliance Service
The Law Society's Risk and Compliance Service can help you get to grips with the new system.
Legal Compliance Bulletin
LCB provides up-to-date, practical information on every aspect of legal compliance and regulation
Related practice notes
From the bookshop
- Buy the Lexcel Client Care Toolkit, 2nd Edition for template complaints handling procedures and documents.
From 6 October 2010, the Legal Ombudsman (LeO) took over formal powers to resolve client complaints about solicitors from the Legal Complaints Service (LCS). This new service is completely independent from the legal profession and can consider complaints about legal services provided by the full range of legal practitioners registered in England and Wales.
Latest news and support
Society warns against publication of complaints
In our reponse to the LeO's consultation on complaints publication, we have warned against publishing firms' complaints records and recommended that only anonymised case studies should be published.
Find out more
Changes to rule 2
Rule 2 of the Code of Conduct was amended on 6 October 2010 and solicitors should update the information they provide to clients in light of the changes. The changes will reflect responsibility for complaints handling passing from the LCS to the LeO.
View the changes to rule 2
Call Lawyerline on 0870 606 2588
Lawyerline provides advice on client care and complaints handling, including resolving complaints directly with clients, and advice on the practices and procedures of the LSC and the LeO. Lines are open from 09.00 to 17.00, Monday to Friday or email: lawyerline@lawsociety.org.uk.
Guide to good complaints handling
The LeO has published a guide to good complaints handling, which explains their expectations from lawyers in dealing with complaints.
Read the guide