CUSTOMER SERVICE

We aim to provide a high level of service to all our customers.

Our commitment to you

• 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

Each year, we set out our performance indicators in our Corporate Plan, and report on our performance against these targets in our Annual Report.

Performance targets and headline indicators

We have performance targets for making correct decisions within set timescales. 

Our main roles include taking decisions on legal aid applications and assessing and paying the accounts of solicitors and counsel. Our indicators and targets provide a measure of our performance in these tasks. Our targets are agreed by Scottish Ministers annually.

Click here to see our current targets. 

• For a detailed report on how we have performed against individual targets for different types of decision, go to 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.

To find out more about our complaints procedure, please click here.

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.