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Complaints
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Providing the best possible service
We are committed to providing the best possible service for all our customers. We aim to 'get it right first time' but we are aware that mistakes sometime happen.
Our complaints procedure
The Legal Services Commission has a two-tier complaints procedure. In the first instance, any complaint should be made to the office that dealt with the case or the issue that has caused you dissatisfaction. This is to give that office the opportunity to review the way in which the matter was handled and put things right if possible. This is called a First-Tier complaint.
First-Tier complaints
A complaint can be made in writing, by email or by telephone, although if the issue is complex and there is a long history of events, or if it involves lots of figures, we may have to insist that the complaint is put to us in writing to make it easier to address.
First-Tier complaints can be made to our local offices by telephone on 0300 200 20 20 or in writing.
The timeframe for responding to a First-Tier complaint is five working days from date of receipt.
Second-Tier complaints
If you are unhappy with our initial response, you are entitled to escalate your complaint to the Central Complaints Handling Team for a review. This is known as a Second-Tier complaint. You must explain why you are dissatisfied with the initial reply and what issues remain unanswered, in writing or by email, to the following address:
1st Floor, 4 Abbey Orchard Street
London SW1P 2BS
or
DX 328 London
E-mail: ho.complaints@legalservices.gsi.gov.uk
The timeframe for responding to a Second-Tier complaint is five working days from date of receipt.
Once your complaint has exhausted the LSC’s complaints procedure you have the right to refer the matter to the Parliamentary and Health Service Ombudsman. This must be done through your local MP.
Last updated: 04 October 2011