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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

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)