Jurisdiction(s):
United Kingdom

Key definition

Law definition

What does Law mean? In legal practice, Law describes the body of binding rules governing parties’ rights and obligations in the relevant jurisdiction(s). It is not a single statutory or case-law definition; in contracts it is a descriptive catch‑all used to capture all sources of applicable law. Law includes: (a) any primary or secondary legislation (including regulations, statutory instruments and byelaws) in force from time to time that applies to a party or to the place the Services are provided; (b) the common law and, where applicable, equity; (c) any binding court order, judgment or decree; (d) any applicable industry code,

Internal complaints handling policy and procedure for SRA-regulated law firms (England and Wales)

Published by a LexisNexis Practice Compliance expert

Precedents

1 Introduction

1.1 We are dedicated to delivering a high-quality legal service. We recognise we may not always get everything right, so if something has gone wrong, including concerning the bill, we ask that clients inform us.

1.2 This procedure explains how we deal with complaints we receive and how we meet our regulatory obligations. It is intended for internal use only and must not be shared with clients or other third parties. We have a separate external complaints policy, which can be accessed [ state where or how ].

1.3 It is crucial that we handle complaints swiftly and fairly.

2 [ What is a complaint? ]

2.1 A complaint may include any expression of dissatisfaction about the service provided by us.

3 Who can complain?

3.1 In general, we handle complaints from clients or from individuals acting on their behalf.

3.2 In some instances, we may also consider complaints from:

3.2.1 prospective clients; or
3.2.2 third parties [ , eg in relation to an insurance product we have arranged ].

3.3 This procedure applies to complaints from all these groups. If you are in any doubt, please contact [ insert name of person responsible for handling complaints ]...

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Web page updated on 22/05/2026

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