Information for solicitors

The purpose of this section is to help prevent a complaint about poor service arising between you and your clients.

If you receive a complaint from your clients our intention is to provide you with information on how best to resolve it.

If we receive a complaint from your clients we hope that this can be resolved amicably. Our intention is to provide you with relevant information on our policies when dealing with complaints to help resolve the matter quickly and appropriately.

The sections on how we handle complaints and guidance on compensation may also be of benefit to you.

Practical hints and tips when things go wrong...

For most clients using a solicitor is a positive experience, but occasionally things go wrong and a client complains. To assist you when this happens, we've produced a quick-reference guide find out more...

Complaints acceptance policy

For complaints received from 1st May 2008 onwards we have a new policy in place.

Please read our guidance for solicitors (DOC 78K) for more information or download our Complaints Acceptance Policy (PDF 48K)

Interest policy

For complaints received from 1st April 2009 onwards we have a new policy in place.

Please read our guidance for solicitors (DOC 99K) for more information or download our approach to interest policy (PDF 36K)

Remuneration certificates removed

Following a Parliamentary Order we can no longer carry out remuneration certificates for bill dated later than 11 August 2009.

Any complaints about a bill relating to non-contentious costs dated on or after 11 August 2009 will now be dealt with as an Inadequate Professional Service complaint after remuneration certificates were removed by Parliamentary Order.

Instead of applying for a remuneration certificate, any clients who wish to complain to us about their bill will need follow the same processes as other complaints about inadequate professional service. Clients are also able to have the bill assessed by a court. To help you understand what the changes mean for you, read the Law Society practice guidance note.

If the bill is dated before 11 August 2009 we can continue to provide a remuneration certificate. If you or your client needs information about any aspect of remuneration certificates, you can order the information sheets free of charge by emailing us or by calling our helpline on 0845 608 6565