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Complaints process

Find out how to make a complaint, how we handle complaints, duty to report misconduct and the support available if you are the subject of a complaint.

LeO survey on complaints handling procedures

The Legal Ombudsman is seeking feedback on its Model Complaints Resolution Procedure (MCRP) from our accredited legal services firms and their clients to improve complaints handling, clarify guidance and templates, and identify additional resources to support early resolution of complaints across the legal sector. Please respond by noon, 19 May.

Respond by 19 May
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How to make a complaint

  • Helpsheets and support
We act in the public interest and it is part of our role to ensure our members and member firms act with integrity and undertake work correctly and to the highest standards.
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What to do if you receive a complaint against you and/or your firm Information and support for ICAEW firms, members, affiliates, or any other relevant person who has received a complaint against them. We understand that finding out that a complaint has been made against you or your firm can be stressful. The information below is designed to guide you through the process. Guidance on your duty to report misconduct We expect ICAEW Chartered Accountants to maintain the highest standards of practice and conduct. All ICAEW members, firms, affiliates and 'relevant persons' have a duty to report any event which may indicate that they and/or another member, firm, affiliate or 'relevant person' may be liable to disciplinary action by the ICAEW Conduct Department, regardless of the type of organisation you or they work for.
Consultation: Proposed revisions to ICAEW Sanctions Guidance Your firm's duty to investigate complaints Archive of complaints processes and ICAEW regulations Public hearings Sanctions guidance and the fixed penalty process A Guide for Witnesses A guide to the hearings process for witnesses Support for witnesses Zero tolerance of abuse statement ICAEW Reasonable Adjustments Policy