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
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.
Turnaround for second-tier complains is also 10 working days from the day we receive it.
More information and the complaints form