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.  


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
PO Box 12650

You can also e-mail us at

If you'd prefer to telephone, please call 0131 226 7061. If you are unsure who to complain to please ask for the Chief Executive's Office and they will direct you to the right person.



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

10, Jul, 2014

Police Station Duty Scheme Update

Read article

19, Jun, 2014

SCRA guidance on Glasgow Hearing Centre during Commonwealth Games

Read article

12, Jun, 2014

SLAB moving to new offices in Autumn 2014

Read article

12, Jun, 2014

Face to face legal services and their alternatives

Read article

16, Apr, 2014

Review of publicly funded legal assistance

Read article

14, Mar, 2014

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

Read article

27, Sep, 2013

Annual Report 2012-2013

Read article