Q&As

Can we exclude our obligation to follow our complaints process if we are taking action against the client to obtain an injunction or similar or enforce a judgment against the client?

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Published on LexisPSL on 11/05/2020

The following Practice Compliance Q&A provides comprehensive and up to date legal information covering:

  • Can we exclude our obligation to follow our complaints process if we are taking action against the client to obtain an injunction or similar or enforce a judgment against the client?

SRA Standards and Regulations 2019 require you to ensure:

  1. clients are informed in writing at the time of engagement about their right to complain about your services and your charges and how complaints can be made—Code for Solicitors, para 8.3

  2. that when clients have made a complaint to you, if this has not been resolved to the client’s satisfaction within eight weeks following the making of a complaint, they are informed in writing of any right they have to complain to Legal Ombudsman (LeO), the time frame for doing so and full details of how to contac

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