If you are not satisfied with the service you have been given by a member of staff at the Legal Services Board (LSB) please follow the procedure below. If you do not follow the process as set out, we will not be able to deal with your complaint and we will advise you why.
Please be aware that complaints may only be made about the service you have received from the LSB – such as the conduct of our staff, unreasonable delays in responding to your query, or failure to make reasonable adjustments where you have indicated that these are needed. We will not treat disagreement with the information that the LSB has given you as a complaint.
We will treat your complaint in confidence and will investigate it carefully as quickly as possible.
Stage 1
In the first instance, please contact the person or team that you have dealt with and explain the basis of your complaint directly with them setting out exactly what you are complaining about. The person or team who dealt with your query in the first instance will often be in the best position to understand your situation and give you an explanation as to what has happened and what may be done to help.
Stage 2
If you feel that Stage 1 has not adequately resolved your complaint, you can contact the Chief Executive. Please contact the Chief Executive’s office via BoardSecretary@legalservicesboard.org.uk or Legal Services Board, The Rookery (3rd floor), 2 Dyott Street, London, WC1A 1DE. It is important that you explain the basis of your complaint, and the shortcomings in the LSB’s handling, otherwise we will not be able to take it further. You should include an explanation of why Stage 1 did not resolve your complaint.
Stage 3
If after Stage 2 you remain dissatisfied with the service you have been provided with, 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 viaBoardSecretary@legalservicesboard.org.uk. Once again, you will need to be clear about the basis of your complaint, including an explanation of why Stage 2 did not resolve things. Please note that we will not treat a simple disagreement with the outcome of a Stage 2 complaint as a Stage 3 complaint.
We will acknowledge your complaint within 5 working days and every effort will be made to send a full and clear reply within 20 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.