Complaints about the recognised body or ABS

Complaints about a CILEx Authorised Entity must be dealt with by the firm initially under their first-tier complaints handling procedure. If unresolved, the service complaint must be made to the Legal Ombudsman. If the complaint involves misconduct by the firm (i.e. breach of a code of conduct) the complaint will be investigated by CILEx Regulation. CILEx Regulation could, as a result, investigate the conduct of a Chartered Legal Executive working within the firm.

If the firm is regulated by another regulator, such as the SRA or CLC, then they could investigate the conduct of a Chartered Legal Executive or other CILEx member working with the firm. However, their powers are limited so they would refer the matter to CILEx Regulation.

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