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. 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 you
to clients when you are first instructed or as soon as possible
thereafter. In the first instance, if a client has a
complaint about the service provided by you (or your practice) they
must make it to your practice in accordance with that complaints
procedure.
If you or 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. You must provide details about the Legal
Ombudsman at the same time that you provide your clients with
information about your in-house complaints handling
procedure.
IPS has developed guidance for 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 your
competence and misappropriation of money. Conduct complaints
may be made by your clients, employers, an opposing party, the
courts or anyone else.
IPS cannot consider complaints by clients that have previously
been determined by the Legal Ombudsman as service complaints.
However, the Ombudsman may make referrals to IPS where it considers
that the service complaint discloses conduct concerns.
Clients may make separate complaints to IPS about the conduct of a
member.