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 are committed to providing a high quality service. We value complaints and use information from complaints to help us improve. If something goes wrong, or you are dissatisfied with our service, please tell us.

We are a decision making body. For that reason, it is important to note that our complaints procedure is not meant to cover disagreement with a decision where another procedure to resolve the matter exists, for example a review of a decision to refuse legal aid, or a review of the level of contribution assessed. This does not mean that these disagreements are less important to us, simply that there are other processes, some statutory and some not, that exist for people to have the issue considered and resolved.

Our Complaints Handing Procedure follows the requirements of the Model Complaints Handling Procedure published by the Scottish Public Services Ombudsman (SPSO).

You can download our Customer Guide to Complaints which tells you how you can complain, how we will deal with your complaint, and what to do if you are still dissatisfied.

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