Streamlined process for handling complaints mandatory from 30 September 2013

Our new online complaints process becomes mandatory for providers on 30 September 2013. The new process provides one form and one point of contact at each stage.

First-tier complaints

If this is the first time you are making your complaint, please complete the form and email it to: complaints@legalaid.gsi.gov.uk     

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 ho.complaints@legalaid.gsi.gov.uk  

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

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