Complaints about someone who works for the Law Society, our service, policies, and procedures

This page outlines our internal complaints process. It should not be utilised to file a complaint against a solicitor, law firm, or other organisation.

As in every organisation and despite our best efforts, things sometimes can and do go wrong. We want to know when we have not provided the kind of service we aim for. That way, we can try to put things right, learn from any mistakes and take action to improve our service for the future.

Similarly, we like to know when we provide a good service or where a member of staff has been of particular help. We welcome ideas, suggestions and more general comments about our work, processes, policies and standards.

This section sets out our internal complaints process, for example if you believe you were treated unfairly or experienced delays in the handling of your case. If you have a complaint, we encourage you to raise it with us as soon as you can.

The Society has published service standards that explain what you can expect when you contact us and how we will handle your correspondence. This includes an overarching aim to treat people fairly and with respect. While we strive to get it right, we recognise that mistakes can happen. If you have any concerns, we will promptly address them and work diligently to resolve your complaint.

How to make a complaint about our service

If you want to make a complaint about someone who works for the Society, our processes or policies, you can do it online, in writing or by speaking to the person you have been dealing with.

If you would like to make a complaint online, please contact our Corporate Complaints Officer via complaints@lawscot.org.uk.

If you would like to complain in writing, please address your correspondence to:

Corporate Complaints Officer
The Law Society of Scotland
Atria One
144, Morrison Street
Edinburgh
EH3 8EX

Alternatively, you can also complaint by calling 0131 226 7411.

How we will deal with your complaint

We always try to resolve complaints informally where possible. However, we realise that some complaints require more detailed investigation. In such circumstances, the complaint will be referred to our Corporate Complaints Officer.

When the complaint is sent to our Corporate Complaints Officer, you will receive an acknowledgement of receipt within 3 working days. We will then send you a detailed response within 20 working days. If the investigation takes longer, we will indicate the likely timescales involved in responding fully to your feedback and keep you informed of the progress.


How to appeal the decision of your complaint

If you are still unhappy with our response, you can appeal the decision of the complaint by writing to the Corporate Complaints Officer within 20 working days of being notified of it. An acknowledgment and response will be given within the same timeframes mentioned above.

The appeal will be submitted to a senior member of staff, who will review it along with the decision of the complaint, consider the facts, and assess whether the initial decision should be reconsidered. The senior member of staff will provide a report for the Chief Executive Officer’s approval.

If the appeal decision is still unsatisfactory and you have additional evidence to support your complaint, you may escalate the appeal to the Chief Executive. The Chief Executive will independently evaluate the case, considering all relevant details, and determine whether the decision should be upheld or modified. The Chief Executive's decision will be final.

If the complaint is against the Chief Executive or if the nature of the complaint makes it inappropriate for the Chief Executive to consider an appeal, then the role of the Chief Executive shall be undertaken by an Office Bearer.