Sometimes things go wrong. This page explains your rights and actions you can take if you are unhappy with the Law Centre.

If you have constructive feedback for the Law Centre:

• If you have any suggestions about how we can improve the way we run the Law Centre, we welcome your comments on our client feedback questionnaire. Please ask for one of these from our reception if you haven’t filled one out already.

If you are not happy with the way your case is being dealt with:

• In the first instance you should speak to your caseworker who may be able to provide an explanation that addresses your concern.
• If you are not satisfied with your caseworker’s response to your complaint then you should contact the Director. You can do this by email or letter or if this not possible, by asking for a meeting. Your complaint will be acknowledged within three working days and the Director will investigate your complaint and contact you within 14 days to explain what action has been taken and to invite you to a meeting if appropriate; if any of these timeframes cannot be met, we will advise you as soon as possible.
• If for any reason we are unable to resolve the problem within eight weeks, then you may ask the Legal Ombudsman to consider the complaint. You may contact the Legal Ombudsman by post to Legal Ombudsman, PO Box 6167, Slough SL1 0EH, by telephone on 0300 555 0333 (+44 121 245 3050 if calling from overseas or minicom on 0300 555 1777) and by e-mail at enquiries@legalombudsman.org.uk. You may find more information on How To Complain | Legal Ombudsman. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint.
• If your complaint is regarding immigration advice and services, you may complain directly to the IAA, you can download and fill in the complaints form include any documents that are relevant with your complaint and send the complaints form and documents to complaints@immigrationadviceauthority.gov.uk or by post to the Complaints Team, Immigration Advice Authority Complaints Team, IAA, PO Box 567, Dartford, DA1 9XW.
• You can report concern about a solicitor to the Solicitors Regulation Authority (SRA) The Cube, 199 Wharfside Street, Birmingham, B1 1RN
  Telephone: 0370 606 2555
  Website: www.sra.org.uk/consumers/problems/report-solicitor