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Legal Advice Centre

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  1. Legal Advice Centre
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  3. Complaints procedure

Complaints procedure

Have you got a complaint against the Queen Mary Legal Advice Centre? We hope that you will never have reason to complain about our service. However, if something does go wrong, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly.

How do I complain?

We much prefer that substantial or complicated complaints are dealt with in writing – we do not have any set forms that we use for this purpose. However, we realise that not all clients may be able to formulate a detailed letter. In such cases, a telephone call will do, during which we will make a note of the issues and then send that to you for comment. This document will then form the basis of the complaint.

Who do I complain to?

There are three separate routes of complaint depending on the nature of your complaint.

  • Route 1: If you are a client complaining about an operational issue within the QMLAC.
  • Route 2: If you are a client complaining about the nature or quality of the legal advice you have received from the QMLAC.
  • Route 3: If you are a student volunteer complaining about the QMLAC.

The QMLAC is not a firm of solicitors and therefore is not itself regulated by the Solicitors Regulation Authority (SRA). Individual solicitors working within the QMLAC are however individually regulated by the SRA. Concerns about individual solicitors can therefore be reported to the SRA directly, in addition to the above. There is more information about how to do that here: https://www.sra.org.uk/consumers/problems/ and more guidance in our full complaints policy below.

Immigration advice within the QMLAC is additionally regulated (to Level 2 immigration) by the Immigration Advice Authority (IAA, formerly OISC), with registration number N201700017. Complaints about immigration advice can therefore also be made directly to the IAA in addition to the above, and there is further information about how to do that here: https://portal.immigrationadviceauthority.gov.uk/s/complaints

Our complaints process is hopefully simple and easy to understand. View the Queen Mary Legal Advice Centre Code of Practice Complaints Policy for Clients here: Our Complaints Policy - 18.2.2025 [PDF 218KB], including time limits on submitting complaints.

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