This policy sets out how Leeds Free Legal Representation will respond to complaints made against it or its volunteers or staff.

1. Leeds Free Legal Representation will only consider complaints about:

a. The conduct of a case by a staff member or volunteer; 

b. The behaviour of a staff member or volunteer falling short of the professional standards expected of them. 

2. A complaint shall be handled by the Managing Director. When a complaint relates to the conduct of the Managing Director then the Chairman shall handle the complaint. The Managing Director may pass any complaint he deems necessary for the Chairman to handle to the Chairman.

Formal and informal complaints 

3. In the first instance, attempts will be made to resolve the issues raised informally. An informal complaint may be raised verbally (in person or via telephone) or via an e-mail to complaints@lflr.co.uk. 

4. If the complaint cannot be resolved informally, a formal complaint should be made in writing to the Managing Director who will instigate the formal procedure set out below or, where the complaint relates to the Managing Director, pass the complaint to the Chairman. After a formal complaint has been made, the complaint may still be resolved informally if all parties agree.  

5. Formal complaints may be made via e-mail to complaints@lflr.co.uk provided the subject heading states “Formal Complaint of [Complainant’s name]”.

6. Where a formal complaint is made, the Managing Director or the Chairman shall investigate the complaint and provide a response in writing to the complainant. The person complained about should be informed of the complaint and the allegations about them. The Managing Director or the Chairman shall aim to produce the response within 6 weeks of the date Leeds Free Legal Representation receives the complaint, or as soon after this date as is practicable. 

7. The response of the Managing Director or the Chairman will be final. Neither the Complainant nor the staff member/volunteer will have any right of appeal. 

8. No complainant has recourse to the Legal Ombudsman as it outside the Legal Ombudsman’s jurisdiction. Once the complaints procedure outlined in this document is followed, complainants must accept LFLR’s final decision regarding their complaint.

Adopted 2019