Complaint Escalation Framework

1. Complaint Context

• A complaint has been submitted regarding a solicitor or law firm.
• The issue concerns a breach of the SRA Code of Conduct.
• There has been no response or inadequate handling of the issue.

2. Escalation Grounds

• Improper or unethical conduct by solicitors.
• Failure of the SRA to act or investigate complaints effectively.

3. Step-by-Step Escalation Process

Step 1: Submit Initial Report

• File complaint on the SRA consumer complaints portal.
• Specify the Principle breached.

Step 2: Collect Acknowledgment

• Save all submission confirmations and references.

Step 3: Monitor for Action

• Note any delays or communication failures.

Step 4: Send Final Reminder

• Send final email to SRA demanding action.

Step 5: Escalate to Ombudsman

• Submit all records to the Legal Ombudsman.

4. Where to Escalate

Legal Ombudsman
Website: https://www.legalombudsman.org.uk

5. What to Include in Complaint

• Full communication log with the SRA.
• Copy of complaint and supporting evidence.
• Final reminder details and timeline.
• Statement: 'The SRA has failed to act on a valid complaint under the Code of Conduct, necessitating escalation.'