How to complain about the LSB

There is a simple process if you are not satisfied with the service you have been given by a member of staff at the Legal Services Board (LSB).

Stage 1

In the first instance, please contact the person or team that you have dealt with and discuss your concerns directly with them. They will often be in the best position to understand your situation and give you an explanation as to what has happened.

Stage 2

If you are not satisfied with the response you receive, then you can write to our Chief Executive, Matthew Hill, who will call for a full report to see whether you have received fair treatment. Please contact the Chief Executive’s office via Daisy Nakirijja (

Stage 3

If you remain dissatisfied, or your complaint is about the Chief Executive, you may refer your complaint to the Chair of the LSB. Please contact the Chair’s office via Daisy Nakirijja (

We will treat your complaint in confidence and will investigate it carefully as quickly as possible.

Every effort will be made to send a full and clear reply within 10 working days of your complaint being received. If we cannot investigate your complaint fully within that time, we will let you know and keep you informed of progress.