Legal Aid

New online complaints process for providers

PUBLISHED August 14, 2013

Streamlined process with one form and one point of contact at each stage

The LAA has introduced a new online complaints process for providers.  
All complaints should be submitted using the new Legal Aid Agency complaints form from 31 September 2013. 

First-tier complaints

If this is the first time you are making your complaint, please complete the form and email it to:    
Turnaround for first-tier complaints is 10 working days from the day we receive it.

Second-tier complaints

If you are unhappy with our initial response, you can escalate your complaint to our Central Customer Services Team, using the same form.  
You must explain:
  • why you are dissatisfied with the initial reply 
  • what issues remain unanswered. 
The completed form should be submitted to 
Turnaround for second-tier complains is also 10 working days from the day we receive it. 

More information and the complaints form

Justice website: Complaints