What to do if you have
a complaint
Client Relations Partner
If you are having problems with a solicitor and you are the client, you need to raise your concerns with the firm in the first instance. Solicitors' firms have a Client Relations Partner or officer who will listen to your problem and try to resolve it. This is usually the quickest and most effective way of sorting out the problem.
You could contact the firm and ask for the name of the Client Relations Partner or contact the Law Society of Scotland's Client Relations Helpline on: 0845 113 0018 for that information.
Before considering a complaint to the Society, please make sure that you have done everything you can to resolve the matter directly with the firm.
Client Relations Office
If the above process fails or you are having problems with a solicitor where you are not the client and you wish to make a complaint to the Society, please complete a Helpform as fully as possible and send it to us.
You can submit the Helpform online by clicking on this link:
Helpform (for online submission). Alternatively, you can download a copy of the
Helpform as a Word document and email it to us at:
cro@lawscot.org.uk or post it to: Client Relations Office, The Law Society of Scotland, 26 Drumsheugh Gardens, Edinburgh, EH3 7YR
Please feel free to attach relevant additional information but please do not send any original documents. If you choose to download the form and submit it, you do not need to add a signature.
Alternative formats
It is important to us that the complaints process is open to all. The Helpline can send you a hard copy of our information pack and can, on request, provide it in different formats such as Braille, large print, on cassette or in other languages. You can also use the textphone service, so if you have hearing or speech problems we can talk with you using this service. Our textphone number is: 0131 476 8359.
If you have a disability which makes it difficult to access any of the above or if you wish to discuss your complaint, please contact the Helpline on 0845 113 0018.
For further information, please see the full text of two booklets produced by the Society:
There are also information sheets available on particular types of complaint in the section, Special kinds of complaint.
The Scottish Legal Services Ombudsman
If you are not happy about the way that your complaint is dealt with by the Society, then you may refer the matter to the Scottish Legal Services Ombudsman. The Ombudsman is an independent person, appointed by Scottish Ministers. The current Ombudsman is Jane Irvine and her address is: 17 Waterloo Place, Edinburgh EH1 3DL; her telephone number is: 0131 556 9123; and her email address is: ombudsman@slso.org.uk. The web address is: www.slso.org.uk.
For further information, please see the section
The Scottish Legal Services Ombudsman.
