Types of Complaint

Types of Complaint

Generally, there are two types of complaints, those about the service a client has received and those about the behaviour of a person or entity (firm, business or practice).

Service Complaints

What are service complaints?

Service complaints are complaints about the poor quality of service clients may have received, such as delays in work being done; or clients not being kept up to date about their case or problems about costs.

You can find out more about the different types of poor service on the Legal Ombudsman's website.

If you need to complain about the service you have received, you must firstly complain to the legal service provider or entity.

Service complaints and CILEx members

This section deals with complaints about the service received from a CILEx member who is not a Chartered Legal Executive (Fellow) or a CILEx Practitioner.

CILEx members working in an unregulated business

If a CILEx member is working for an unregulated legal services provider, you can complain to CILEx Regulation about a problem with the service you receive. You must complain within 12 months of the problem happening or within 12 months from when you first found out about it.

CILEx members working in a regulated business

If a CILEx member is working for a regulated legal services provider, you should firstly complain directly to the legal services provider. If the complaint is not resolved or you do not receive a response within 8 weeks, you can refer your service complaint to the Legal Ombudsman.

Service complaints and Chartered Legal Executives (Fellows) or CILEx Practitioners

This section deals with complaints about the service received from a Chartered Legal Executive (Fellow) or CILEx Practitioner.

Chartered Legal Executive (Fellow) or CILEx Practitioner working in an unregulated business

If your complaint is about the service received from a Chartered Legal Executive (Fellow) or CILEx Practitioner working in an unregulated business, you should firstly complain directly to the legal services provider.

If the complaint is not resolved, or you have not received a response within 8 weeks, you can refer a service complaint to the Legal Ombudsman.

Chartered Legal Executive (Fellow) or CILEx Practitioner working in a regulated business

If your complaint is about the service received from a Chartered Legal Executive (Fellow) or CILEx Practitioner working in a regulated business, you should firstly complain directly to the legal services provider.

If the complaint is not resolved or you do not receive a response within 8 weeks, you can refer your service complaint to the Legal Ombudsman.

Service complaints and CILEx Regulation

CILEx Regulation cannot usually deal with service complaints except those made against CILEx members who are not Chartered Legal Executives (Fellows) or CILEx Practitioners.

There are occasions when the Legal Ombudsman may refer matters to CILEx Regulation if it thinks that the service complaint also involves issues about the behaviour of a person or entity that we regulate.

Behaviour Complaints

CILEx Regulation can investigate complaints about the personal and professional conduct of the people and entities that we regulate. We can investigate whether the person we regulate or the person who works for a firm that we regulate, has behaved in a way which we consider breaks the CILEx Code of Conduct.

Examples of breaking the CILEx Code of Conduct include: providing legal advice when a person does not have the skills to do so; failing to comply with a court order; behaving dishonestly with money or failing to pay for Professional Indemnity Insurance (PII).

Find out more about our investigation procedure.

2017 Complaints Survey

Gain a clearer understanding of the quality of service consumers receive from our regulated community.

> Download the Results of the 2017 Complaints Survey