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Types of complaints we can help with

You can complain about the service you鈥檝e received from the Official Solicitor and Public Trustee.

You can鈥檛 complain if you don鈥檛 agree with the decision the court has made. For this you should seek advice from a solicitor, local law centre, Citizens Advice Bureau or community legal services. This includes any decision regarding the appointment of the Official Solicitor as litigation friend or any decision the Official Solicitor makes during the course of litigation. You also can鈥檛 complain to the Legal Services Ombudsman about decisions taken by the Official Solicitor in his capacity as litigation friend.

We also won鈥檛 accept complaints from parties to the proceedings (other than the person for whom the Official Solicitor has acted or is acting as litigation friend). Any such complaints should be raised with the court during the course of the proceedings.

How to complain

Email the complaints officer at [email protected]

Alternatively, you can write to:

If you can鈥檛 make your complaint by email or letter, telephone us on 020 3681 2600.

When you complain, you should:

• say clearly that this is a complaint
• include your name and contact details so we can send you a response
• give the name of your case and the reference number if you have one
• explain whether your complaint is about the Official Solicitor, the Public Trustee, ICACU or the REMO Unit
• explain what your complaint is about, giving as much relevant detail as possible including dates and events, and making clear what you feel is wrong

What happens next

We鈥檒l acknowledge your complaint within 3 days of receiving it. We will respond within 20 working days and explain our findings. If we can鈥檛 meet this timescale, we鈥檒l contact you and discuss a revised deadline.

If you鈥檙e not satisfied

If you鈥檙e not satisfied with our response you can appeal to the Official Solicitor or the Public Trustee at the above address. The Official Solicitor or Public Trustee will investigate and respond within 15 working days.

If you鈥檙e not satisfied with the response you receive from the Official Solicitor or the Public Trustee we will provide you with details of any further appeal process appropriate to your complaint.