Types of complaint
Complaints can be made about the service
provided by members or about their conduct.
Service complaints
Service complaints relate to the quality of the service that is
provided to clients by ILEX members and legal practices.
Service issues include allegations about delay, failure to keep
clients updated on progress of cases, or costs matters.
All legal practices must have an in-house complaints handling
procedure. Details of the procedure should be provided by the
practice to clients when the practice is first instructed or as
soon as possible thereafter. In the first instance, if a
client has a complaint about the service provided by an ILEX member
or a practice they must make it to your practice in accordance with
your complaints procedure.
If your practice does not deal with a complaint or a client
finds that your response is unsatisfactory they can refer the
service complaint to the Legal
Ombudsman. Your practice must provide details about
the Legal Ombudsman at the same time that it provides clients with
information about your in-house complaints handling
procedure.
IPS has developed guidance for ILEX members on
complaints handling. A copy of our guidance can be found
here.
Conduct complaints
Conduct complaints are dealt with by IPS. They relate to
the conduct of ILEX members and may cover matters such as a
member’s competence and misappropriation of client or firm's
money. Conduct complaints may be made by clients, employers,
an opposing party, the courts or anyone else.
Complaints about the conduct of ILEX members
should be made to IPS in writing or on our complaints form which is
available in PDF or
Word
format. Details of where to send the complaint can be found
here.