Core Guidance v1 – Stable content

Identifying Failures and Transgressions

Before making a complaint or escalating concerns, it is important to clearly identify what has gone wrong. Clear classification helps distinguish between delay, poor service, and more serious issues.

This page explains common categories of failure and transgression encountered by consumers using legal services.

Why classification matters

Complaints are more effective when they are based on identifiable failures rather than general dissatisfaction.

Clear classification helps:

Common service failures

The following are common categories of service failure. A single matter may involve more than one category.

Costs and financial transparency failures

Financial issues are a frequent source of dispute. Examples include:

Misleading information and conduct concerns

In some cases, issues go beyond poor service and raise concerns about accuracy, integrity, or conduct.

Linking failures to evidence

Each identified failure should be supported by evidence wherever possible.

This may include:

Avoid general statements. Instead, link each concern to a specific example or document.

What this stage is for

Identifying failures and transgressions is not the same as making a complaint. It is a preparatory step that supports fair, proportionate, and evidence-based action.

Clear classification allows consumers to decide whether informal resolution remains possible or whether formal escalation may be required.

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