Generally, there are two types of complaints, these are complaints about the:
- service a firm has provided; and
- behaviour of a person or firm
Complaints about service
Service complaints are about the poor quality of service you have received from a firm. For example, delays in work being done, the firm not keeping you up to date about your case or problems about costs.
You can find out more about different types of poor service on the Legal Ombudsman’s website.
If you need to complain about the service you have received, you must firstly complain to the firm and then to the Legal Ombudsman.
We cannot usually deal with service complaints. However, if you have instructed a CILEx member who is working in a firm that is not regulated by us or another legal regulator, you can complain to us about a service problem. You must complain within 12 months of the problem happening or within 12 months from when you first found out about it.
Complaints about behaviour
Behaviour complaints are about the personal and professional conduct of people or firms that we regulate.
You can complain to us and we can investigate whether a person or firm we regulate, has behaved in a way which we consider breaks the CILEx Code of Conduct. For example, providing legal advice when a person does not have the skills to do so; not obeying a court order; behaving dishonestly with money or not purchasing Professional Indemnity Insurance (PII).
