Complaints about our service
To complain about a solicitor, contact the Legal Complaints Service.
Our commitment to service standards
The SRA is committed to providing a high quality service. We strive to deal with everyone in a way that is respectful, responsive, fair, non-discriminatory, clear and accountable.
We take complaints about our service seriously, and we welcome feedback. Complaints provide an opportunity for us to try to put matters right and to improve.
Complaints that we can help with
Please contact us if you have complaints about the level of service that we have provided. For example, you may feel that we have
- delayed in dealing with a matter,
- been impolite,
- failed to explain things properly,
- acted in an unfair or discriminatory way.
Concerns about the outcome of an application or investigation, or complaints about any formal decision that we have made, are not covered by this complaints procedure.
If you want us to reconsider a decision we have made, please contact the person you have been dealing with; they will tell you about any appeal procedures in your case.
How to complain
Many complaints can be sorted out very quickly and informally, and we would encourage you to contact the person you have been dealing with and explain your dissatisfaction. They will try to sort the problem out right away.
If it is not possible to resolve your concerns quickly and informally, please set out your concerns in writing if possible (so we can ensure we don't misunderstand issues)—you can do this by email or letter. You can telephone if that is more suitable for you. Send your concerns to, or speak with, the manager of the person you have been dealing with (the person you have been dealing with will be able to give you their manager's name and contact details). That manager will explain the complaints procedure and timescales.
We are currently reviewing our complaints handling policies.
If you need any of this information in an alternative format, or need assistance in raising your complaint, please contact the person you have been dealing with.
How to contact us