Help with complaints

Finding advice on complaints is vitally important for both consumers and our regulated community. Here, Regulation Matters provides clear information for consumers and for CILEx regulated members.

For consumers

Please visit the consumer section of the CILEx Regulation website, the place to go to understand:

  • About a firm’s complaints process and who to complain to first
  • That consumers should not be charged for making a complaint
  • If you as a consumer could take your complaint to the Legal Ombudsman (LeO)
  • The difference between a service complaint and misconduct by the legal service provider
  • How to complain to CILEx Regulation and our investigation procedure.

For regulated members

As Chief Legal Ombudsman Kathryn Stone recognises, CILEx Regulation makes “a real effort to share important and relevant information among ‘our’ regulated community of Chartered Legal Executives, CILEx Practitioners and members.”

CILEx Regulation provides articles, sharing LeO case studies and newsletters linking to information for legal service providers published by the LeO.

On the rules and regulation section of the CILEx Regulation website, we provide information about how to handle complaints within firms, with our guidance on:


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