Complaints procedure

Occasionally things go wrong. If they do, we want you to know your rights and be clear about what action you can take. 

You can find information below for how to make a complaint if you:

  • are a client of our Law Centre
  • are a solicitor
  • have received free initial advice from a volunteer legal adviser at our Law Centre (advice clinic)

If you’re a client of our Law Centre, or a solicitor

In the first instance, if you feel you are not getting good service or prompt replies, or you do not understand what your caseworker has told you or is doing for you, we suggest you make an appointment to see your caseworker about it.  It may be that the matter can be sorted out between yourselves. 

If you cannot talk to your caseworker about it or are still unhappy, you may contact Katy Forkah, Head of Legal Practice, who will try to help:

  • South West London Law Centres (Merton and Sutton office), 112 London Road, Morden, Surrey SM4 5AX
  • Email: Katy.Forkah@swllc.org

If you are still not satisfied, you can make a complaint to Patrick Marples, Chief Executive.  You will need to explain your complaint, give your full name and address and if possible say what action you would like taken. You can email him at  Patrick.Marples@swllc.org.

Your complaint will be treated seriously and confidentially.  It will be thoroughly investigated and you will have an opportunity to discuss the matter with the person investigating your complaint personally.  You will be informed of the outcome of the investigation, and full reasons for any decision will be sent to you in writing.

 In addition to our internal complaints procedure, you can contact The Legal Ombudsman:

If your complaint is about the debt service you can also make a complaint to Financial Conduct Authority:

You can also make a complaint to Financial Ombudsman Service:

Please note: There are time limits to make a complaint and it is important to confirm the time to complain with the Legal Ombudsman.

If you’ve been advised by a volunteer legal adviser at our advice clinic 

In the first instance, if you feel you are not getting a good service at one of our advice clinics, we suggest that you tell the receptionist and find out whether they can help with your complaint, or whether seeing a different adviser resolves the issue.

If you are still not satisfied, you may make a complaint to the Volunteer Services Manager. Please explain your complaint and give your full name and address, and the date of your appointment with a volunteer legal adviser to: 

  • Volunteer Services Manager, South West London Law Centres, 5th Floor Davis House, Robert Street, Croydon CR0 1QQ
  • Email:  volunteers@swllc.org

Your complaint will be treated seriously and confidentially. It will be thoroughly investigated and you  will be informed of the outcome of the investigation; and full reasons for any decision will be sent to you in writing.

If you believe that the complaint has not been investigated in line with this procedure you may write directly to the Chief Executive, Patrick Marples, setting out your evidence and asking for an internal review. 

 In addition to our internal complaints procedure, you may at any time contact The Legal Ombudsman at:

If possible, please give a daytime telephone number so that a member of their staff can contact you.

Please note: There are time limits to make a complaint and it is important to confirm the time to complain with the Legal Ombudsman.