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        • 6 principles of good complaint handling
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          • Principle 1 - An accessible process
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            • 2022-23 Annual Report SLCC Consumer Panel
            • 2022-23 Annual Report Our performance and improvement
            • 2022-23 Annual Report Our customer service and accessibility
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            • 2022-23 Annual Report Our people
            • 2022-23 Annual Report Our contribution to national performance
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          • SLCC Annual Report 2021-22
            • SLCC Annual Report 2021-22
            • 2021-22 Annual Report Chair Foreword
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            • 2021-22 Annual Report The SLCC at a glance
            • 2021-22 Annual Report A year of change and more to come
            • 2021-22 Annual Report Our Board
            • 2021-22 Annual Report SLCC Consumer Panel
            • 2021-22 Annual Report Our performance and improvement
            • 2021-22 Annual Report Our customer service and accessibility
            • 2021-22 Annual Report Our oversight and outreach work
            • 2021-22 Annual Report Our people
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            • 2020-21 Annual Report The SLCC at a glance
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            • 2020-21 Annual Report Our ongoing response to Covid-19
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      • Gifts & Hospitality Registers
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      • Public Services Reform Act
      • Risk Management Policy
      • Scheme of Delegation
      • Staff Code of Conduct
      • The SLCC's Governance Arrangements
      • Trade Union Facilitation Time
      • Law Society of Scotland consultation on price transparency
      • Law Society of Scotland consultation on Principles and Outcomes Focused Regulation
      • Law Society of Scotland consultations on Regulation in the 21st Century
      • May 2020 - Developing Scotland’s Artificial Intelligence (AI) Strategy consultation
      • Post-legislative scrutiny of the Freedom of Information (Scotland) Act 2002
      • Response to the Scottish Government consultation: Legal services regulation reform in Scotland
      • Response to the Scottish Solicitors’ Discipline Tribunal Rules Consultation 2019
      • Scottish Government Consultation on Scottish Court Fees
      • Scottish Government Consultation on the Draft Gender Representation on Public Boards (Scotland) Bill
      • Scottish Government’s consultation on the Licensed Providers Regulatory Scheme proposed by the Law Society of Scotland
      • SLCC response to Law Society of Scotland strategy themes consultation
      • 02 July 2019 SSDT consultation on standard of proof
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  • Home
    • Your complaint
      • Start your complaint
      • Online Complaint Form
        • Step 1
        • Step 2
        • Step 3
        • Step 4
        • Step 5
        • Step 6
        • Step 7
        • Submission Temporarily Unavailable
        • Online complaint form temporarily unavailable
      • Case studies
        • Amy's story
        • Nisha's story
        • Jackie's story
        • Colin's story
        • Amir's story
        • Rachel and Matt
        • Paul's story
        • Ryan's story
      • Complaints Process
        • Eligibility
        • Mediation
        • Investigation
        • Determination
      • Action we might take
      • Appeal a decision
      • Further information
        • Time limits
        • Third Party Complaints
        • Complaining to a lawyer
          • Complaint template letters
        • Need advice?
        • Complaint forms
        • Fees and billing
        • My lawyer has gone out of business
      • Other types of complaint
        • Handling complaints
          • What is a handling complaint?
          • When can I complain
          • Handling complaint process
          • Action we might take on a handling complaint
          • Our recommendations
          • Make a handling complaint
            • Handling Complaint
        • Approved Regulator complaints
          • What is an Approved Regulator complaint?
          • When can I make an Approved Regulator complaint?
          • Approved Regulator complaint process
          • What action can we take?
          • Make an Approved Regulator complaint
      • Frequently Asked Questions
    • For lawyers
      • Guidance advice and tips
        • Preventing complaints
          • Competence
          • Communications
          • Diligence
          • Respect
        • Improve your complaints process - statutory guidance
          • Introduction to this guidance
          • How do the Law Society Rules and Guidance link together?
          • Why use this Guidance?
          • 6 principles of good complaint handling
            • Principle 1 - An accessible process
            • Principle 2 - A user-focused process
            • Principle 3 - A timely process
            • Principle 4 - An objective process
            • Principle 5 - Focus on resolution
            • Principle 6 - Learning from complaints
          • The Complaints Levy
        • Practical tips to help you answer complaints
          • Engage
          • Explore
          • Respond
        • If we receive a complaint about you
          • Complaints Process
        • Complaints training
        • Stay up to date
        • Best Practice Blog
        • Tools and resources for lawyers
          • Complaint log template
          • Complaint analysis tool
          • Terms of Business report
          • Price transparency report
      • The SLCC levy
      • Handling complaints - for lawyers
    • For consumers
      • What to expect when using a lawyer
      • Consumer guides
        • Buying and Selling a property
        • Making a will
        • Executries
        • Family law
        • Charged with a crime
      • Legal words explained
      • Useful Links
    • About us
      • Who we are
        • Our Board
          • Board Meeting Minutes
          • Responsibilities of Members
        • Senior staff
        • Our annual report
          • 2023-24 Annual Report Chair Foreword
          • 2023-24 Annual Report CEO’s introduction
          • 2023-24 Annual Report The SLCC at a glance
          • 2023-24 Annual Report Our 2020-24 strategy
          • 2023-24 Annual Report Our Board
          • 2023-24 Annual Report SLCC Consumer Panel
          • 2023-24 Annual Report Our performance and improvement
          • 2023-24 Annual Report Our customer service and accessibility
          • 2023-24 Annual Report You said, we did
          • 2023-24 Annual Report Our oversight and outreach work
          • 2023-24 Annual Report Our work on policy and reform
          • 2023-24 Annual Report Our organisation
          • 2023-24 Annual Report Our people
          • 2023-24 Annual Report Our contribution to national performance
          • 2023-24 Annual Report Our statistics
          • 2023-24 Annual Report CEO’s closing remarks
          • Previous annual reports
            • SLCC annual report 2022-23
              • 2022-23 Annual Report Chair Foreword
              • 2022-23 Annual Report CEO’s introduction
              • 2022-23 Annual Report The SLCC at a glance
              • 2022-23 Annual Report Our Board
              • 2022-23 Annual Report SLCC Consumer Panel
              • 2022-23 Annual Report Our performance and improvement
              • 2022-23 Annual Report Our customer service and accessibility
              • 2022-23 Annual Report Our oversight and outreach work
              • 2022-23 Annual Report Our work on policy and reform
              • 2022-23 Annual Report Our organisation
              • 2022-23 Annual Report Our people
              • 2022-23 Annual Report Our contribution to national performance
              • 2022-23 Annual Report Our statistics
              • 2022-23 Annual Report CEO’s closing remarks
            • SLCC Annual Report 2021-22
              • 2021-22 Annual Report Chair Foreword
              • 2021-22 Annual Report CEO’s introduction
              • 2021-22 Annual Report The SLCC at a glance
              • 2021-22 Annual Report A year of change and more to come
              • 2021-22 Annual Report Our Board
              • 2021-22 Annual Report SLCC Consumer Panel
              • 2021-22 Annual Report Our performance and improvement
              • 2021-22 Annual Report Our customer service and accessibility
              • 2021-22 Annual Report Our oversight and outreach work
              • 2021-22 Annual Report Our people
              • 2021-22 Annual Report Our contribution to national performance
              • 2021-22 Annual Report Our statistics
              • 2021-22 Annual Report CEO’s closing remarks
            • SLCC Annual Report 2020-21
              • 2020-21 Annual Report Chair Foreword
              • 2020-21 Annual Report CEO’s introduction
              • 2020-21 Annual Report The SLCC at a glance
              • 2020-21 Annual Report Our Board
              • 2020-21 Annual Report SLCC Consumer Panel
              • 2020-21 Annual Report Our ongoing response to Covid-19
              • 2020-21 Annual Report Our customer service and accessibility
              • 2020-21 Annual Report Our focus on early resolution
              • 2020-21 Annual Report Our process improvement
              • 2020-21 Annual Report Our staff and industrial relations
              • 2020-21 Annual Report Our outreach and oversight work
              • 2020-21 Annual Report Our contribution to national performance
              • 2020-21 Annual Report Our statistics
              • 2020-21 Annual Report CEO’s closing remarks
        • Our Strategy and Operating Plan
        • Our Performance
          • Past quarters performance
            • Q4 23-24
            • Q3 23-24
            • Q2 23-24
            • Q1 23-24
            • Q4 22-23
            • Q3 22-23
            • Q2 22-23
            • Q1 22-23
            • Q4 21-22
            • Q3 21-22
            • Q2 21-22
            • Q1 21-22
            • Q4 20-21
            • Q3 20-21
            • Q2 20-21
            • Q1 20-21
            • Q4 19-20
            • Q3 19-20
            • 2009-18 Performance Archive
              • How to read our Statistics
        • Oversight & Research
          • Research & trends in practice
            • Client Protection Fund
            • Master Policy
          • Audits & Trends Analysis
            • Law Society of Scotland trends analysis and audits
            • Faculty of Advocates trends analysis and audits
        • Our History
          • Our 15th anniversary
          • 15 Years Staff Stories
          • 15 years data
        • Equality
        • Reimagine Regulation
          • History of our proposals and the debate on regulatory reform
          • Our papers and articles on regulatory reform
      • How we are funded
        • Our budget
        • Previous budgets
          • Previous budget consultations
            • Budget 2008-2009
            • Budget 2009-2010
            • Budget 2010-2011
            • Budget 2011-2012
            • Budget 2012-2013
            • Budget 2013-2014
            • Budget 2014-2015
            • Budget 2015-2016
            • Budget 2016-2017
            • Budget 2017-2018
            • Budget 2018-2019
            • Budget 2019-2020
            • Budget 2020-2021 and strategy 2020-24
            • Budget 2021-2022
            • Budget 2022-2023
            • Budget 2023-2024
            • Budget 2024-2025
            • Budget 2025-2026
        • Our annual accounts
        • Previous annual accounts
      • Consumer Panel
        • About the Panel
        • Panel members
        • Consumer principles
        • Meeting minutes
        • Vulnerable consumers
        • Registers of Interest
        • Consultations and briefings
        • Demographics
      • Careers at the SLCC
        • Current vacancies
        • Job Applicants’ Privacy Notice
      • Rules, policies and publications
        • Our Rules
        • Policies
        • Previous versions of Rules
        • Updated SLCC Rules from 1 April 2023
        • Biodiversity Reporting
        • Board member expenses
        • Board Member Register of Interests
        • Board Standing Orders
        • Commissioners Payments and Reimbursement of Expenses Scheme
        • Gender Representation on Public Boards
        • Gifts & Hospitality Registers
        • Members' Code of Conduct
        • Public Services Reform Act
        • Risk Management Policy
        • Scheme of Delegation
        • Staff Code of Conduct
        • The SLCC's Governance Arrangements
        • Trade Union Facilitation Time
        • Law Society of Scotland consultation on price transparency
        • Law Society of Scotland consultation on Principles and Outcomes Focused Regulation
        • Law Society of Scotland consultations on Regulation in the 21st Century
        • May 2020 - Developing Scotland’s Artificial Intelligence (AI) Strategy consultation
        • Post-legislative scrutiny of the Freedom of Information (Scotland) Act 2002
        • Response to the Scottish Government consultation: Legal services regulation reform in Scotland
        • Response to the Scottish Solicitors’ Discipline Tribunal Rules Consultation 2019
        • Scottish Government Consultation on Scottish Court Fees
        • Scottish Government Consultation on the Draft Gender Representation on Public Boards (Scotland) Bill
        • Scottish Government’s consultation on the Licensed Providers Regulatory Scheme proposed by the Law Society of Scotland
        • SLCC response to Law Society of Scotland strategy themes consultation
        • 02 July 2019 SSDT consultation on standard of proof
        • Our legal panel
        • SLCC Equalities Report, May 2025
      • Privacy
        • Privacy Notice
        • Under 16s' Privacy Notice
        • Cookies List
    • Contact us
      • Accessibility
        • Other languages
        • Accessibility Statement
      • Freedom of Information
        • Exemptions
        • Charges
        • Right to Appeal
        • Environmental Requests
        • Reuse of Public Sector Information
        • Published Freedom of Information Responses
      • Our communication standards
      • Service Delivery Complaints
        • CEO and Board complaints
      • Feedback
    • Search

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In this section

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  • Careers at the SLCC
  • Rules, policies and publications
  • Privacy
  • Sitemap
Complaints
  • Start your complaint
  • Handling complaints
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Information and Privacy
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  • Freedom of Information
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  • Accessibility Statement
Accessibility
Scottish Legal Complaints Commission
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