Our process

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Before you start your complaint with us, you'll need to complain to the lawyer or the firm first, and give them time to respond and try to resolve the matter.

You can send your complaint to us online or by post. We can answer any questions you have and help you submit your complaint.

Your complaint will go through some checks to make sure we can accept it. If we can, we’ll decide how to take it forward. If we can’t deal with your complaint, we’ll explain why.

We’ll try to reach an agreement that is acceptable to both you and the lawyer or law firm. We may be able to offer free mediation to help do this.

If we can’t reach an agreement, we’ll investigate further to find out what happened and what might help to resolve your complaint.

Once your complaint has been investigated you will receive a report from the investigator. The report will explain any recommendations and settlements.

If you or the lawyer don’t agree with the report, an independent panel will make a final decision on what should happen.