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Resolving complaints about solicitors

Telephone advice services for solicitors

The consultation aimed to get views on how we can help solicitors reduce complaints about poor service and improve solicitor's in-house complaints handling.

We asked the views of solicitors, and their customers, and proposed 3 options

  • discontinue the 'Lawyer Line' telephone service
  • retain the 'Lawyer Line' service in its current form
  • adapt and develop telephone services for solicitors

The results of the consultation showed a clear need for a telephone advice service for solicitors, with most people agreeing that the service should be delivered by us.

Next Steps

There were a number of suggestions for improvement of the 'Lawyer line' service. A number of which are now progressing as part of our improvement agenda.

If you have any questions or feedback in the way 'Lawyer line' is developed, please email consultations@legalcomplaints.org.uk

You can download a copy of the full response paper directly below.

Downloadable documents

Response paper on provision of telephone advice service for solicitors (PDF 99k)