Complaints and customer service


We aim to provide a high level of service to all our customers. Our commitment to you is that: 

  • we will deal with all matters relating to legal aid applications and accounts timeously, accurately and fairly

  • we will always treat you with courtesy and respect your right to confidentiality.


Service standards

We take decisions on legal aid applications and assess and pay the accounts of solicitors and counsel. We have performance targets for making correct decisions within set timescales. These are agreed annually by Scottish Ministers.
Each year, we publish our targets and performance indicators in our Corporate Plan and report on our performance in our Annual Report 

Complaints

We want to hear your views about our service.
We’d like you to tell us:
  • when we’ve done something well
  • about anything you think we could do better, and
  • when things have gone wrong.
Download a leaflet about our complaints procedure.

Download a copy of our complaints form. Please return this form to:

Scottish Legal Aid Board
FREEPOST EH267
PO Box 12650
Edinburgh
EH3 OBR

You can also e-mail us at general@slab.org.uk

 

Surveying your views

We have an on-going research programme to survey the views of our customers. Periodically, we undertake major surveys of applicants and opponents and of solicitors. Read more about our current customer research work.

Quick links

16, Apr, 2014

Children’s Duty Scheme – Easter arrangements

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16, Apr, 2014

Review of publicly funded legal assistance

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16, Apr, 2014

Easter opening hours and payments schedule

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10, Apr, 2014

Court and Police Station Duty Schemes Update

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09, Apr, 2014

Phone lines are fully operational

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08, Apr, 2014

Ongoing issue with phone services

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08, Apr, 2014

Issue with our phone system

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28, Mar, 2014

Legal Aid Online

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26, Mar, 2014

End of financial year payment dates for the profession

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24, Mar, 2014

Scottish Legal Aid Board joins Earth Hour 2014

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14, Mar, 2014

Advocate Mark Strachan sentenced to two years imprisonment for fraud and attempted fraud

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03, Jan, 2014

Additional £280,000 for SLAB’s Making Advice Work programme

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27, Sep, 2013

Annual Report 2012-2013

Read article