Most concerns are resolved with a single phone call to the solicitor handling your case. If that doesn't fix it, the formal process below kicks in. Either route is free.
Step 1 — Speak to the solicitor handling your case
First, ring or email the solicitor running your case. Ours is a small practice — Stephen Hay oversees most matters. Often a 10-minute conversation resolves the issue.
Step 2 — Formal complaint to the firm
If step one doesn't resolve it, write to the Client Relations Lead at Gildeas Solicitors, 97–99 West Regent Street, Glasgow G2 2BA. Mark the envelope or email subject "Formal complaint".
We will acknowledge your complaint within five working days, investigate, and write to you with the outcome within 28 days. If it is going to take longer (some matters require external file review) we will tell you why and give a revised timeline.
Step 3 — Scottish Legal Complaints Commission
If you remain dissatisfied with our response, you can refer the complaint to the Scottish Legal Complaints Commission (SLCC). The SLCC is the independent gateway for complaints about Scottish solicitors.
SLCC, The Stamp Office, 10–14 Waterloo Place, Edinburgh EH1 3EG. Phone 0131 201 2130. Website scottishlegalcomplaints.org.uk. There are time limits on referring complaints to the SLCC — typically three years from when the matter you complain about happened, and one year from when you became aware of it.
What it costs you
Nothing. Raising a complaint with the firm is free. Referring a complaint to the SLCC is free.