Handling complaint process

When we receive a handling complaint we check if we can accept it for investigation.

We send the professional organisation a copy of your handling complaint form.

We ask for its complaint file and any comments on your handling complaint.

We send a copy of your complaint form to the solicitor or advocate you complained about.

We ask the lawyer or advocate if they have any comments they wish to make.

The professional organisation will send you a copy of its response to your handling complaint. We will ask you for any new comments or any additional information in light of the professional organisation’s response.

Our investigation is based on the professional organisation's complaint file, the information provided in your handling complaint form and any response we receive from the professional organisation and practitioner. We can ask for more information from you, the practitioner, or the professional organisation.

We will report on the way the professional organisation handled the conduct or regulatory investigation.  This includes the administration, reporting and decision making.  Our report may also include any other issues we identify during our investigation.

In some cases there will be confidential information which we cannot release.  You will be advised if information is being restricted.

Copies of correspondence received during a handling investigation will not automatically be copied to all the parties. However, this may be required to aid the investigation. This decision is at the discretion of the person carrying out the investigation.

We decide if the administration and reporting and decision making was unsatisfactory, generally satisfactory or unsatisfactory. If we decide any aspect of the investigation was unsatisfactory we usually take one or more of these actions.

We aim to complete our investigation within 16 weeks of receiving the professional organisation's file.