Legal Advice Centre

Complaints procedure

Have you got a complaint against the LAC? We hope that you will never have reason to complain about our service. However, if something does go wrong, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly.

How do I complain?

We much prefer that substantial or complicated complaints are dealt with in writing – we do not have any set forms that we use for this purpose. However, we realise that not all clients may be able to formulate a detailed letter. In such cases, a telephone call will do, during which we will make a note of the issues and then send that to you for comment. This document will then form the basis of the complaint.

Who do I complain to?

Our system is that, wherever possible, complaints are resolved within the LAC. In first instance this will be the Director of the LAC (if the complaint is about the Director, then the External Relations Director will deal with your complaint. If you remain dissatisfied with the response to your complaint then you can request an investigation by a panel from The Law Department at Queen Mary University of London who do not work directly in the Legal Advice Centre. The final forum for any complaint is as a general complaint to the University.

Our complaints process is hopefully simple and easy to understand. Read The full LAC code of conduct [PDF 130KB], including time limits on submitting complaints.