Complaints

If you are not happy with the way your case is being dealt with then:

• In the first instance you should speak to your caseworker who may be able to provide an explanation that addresses your concern; or
• If you are not satisfied with your caseworker's response to your complaint then you should contact the Senior Solicitor responsible for your case. They will investigate your complaint and contact you within 14 days to explain what action has been taken; or
• If you are not satisfied with the Senior Solicitor's response to your complaint, you may contact the Office for the Supervision of Solicitors (OSS) at www.oss.lawsociety.org.uk or seek independent legal advice from another solicitor.

If you are unhappy with the running of the Law Centre:

• You should complain to the Director who will aim to respond to your complaint within 14 days;
• If you are not satisfied with the outcome you have the right to take your complaint to the Management Committee of the Law Centre. The complaint must be in writing and addressed to the Chair of the Law Centre.
• Your complaint will then be investigated and a report sent to you within 14 days.