Complaints Procedure

CASTLEMILK LAW & MONEY ADVICE CENTRE

COMPLAINTS PROCEDURE

1. The Law Centre has put in place the following complaints procedure.
2. Any client or other persons wishing to complain about any aspect of the Law Centre’s services should first of all contact Angus McIntosh, Principal Solicitor, with the details of the complaint, anyone not wishing to contact Mr McIntosh should contact Gerry Loughery, Principal Solicitor, also at Castlemilk Law & Money Advice Centre.  
3. A complaint may be about the general level of service at the Law Centre, about behaviour of a member of staff or volunteer or a belief that the wrong advice may have been given.  
4. The Law Centre undertakes to deal with complaints quickly and we will arrange to have a meeting with you to discuss the terms of the complaint.  
5. Clients can expect a written response in regard to their complaint.  Where we acknowledge that there is merit in the complaint, we shall arrange to see clients again and make an appropriate response, whether this involves an apology, compensation or otherwise. We shall acknowledge any complaints with merit as part of our Annual Service Plan.  We shall also acknowledge details of any complaint with merit on our website.  
6. If the matter is not satisfactorily resolved, a letter of complaint may be written to the Law Centre Chairperson, Margaret Millmaker at Castlemilk Law & Money Advice Centre.
7. Should the matter still not be satisfactorily resolved a complaint can be made to the Scottish Legal Complaints Commission at 12-13 St Andrew’s Square, Edinburgh EH2 2EF, or by email to enquiries@scottishlegalcomplaints.org.uk

September 2024

Version 7

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