Core Guidance
The stable foundation: principles on tone, records, evidence, and escalation.
Go to Core Guidance →Rebalancing the scales for consumers of legal services.
This site provides practical guidance about using legal services: communication, evidence, complaints and escalation. It is not legal advice.
Start here
Tools & Templates
Practical logs, trackers and builders to help you stay organised and in control.
Go to Tools →Complaints
Step-by-step guidance to complain to the firm and prepare for escalation.
Go to Complaints →
If you’re not sure where to begin:
Start with Core Guidance.
Site journey (process flow)
- Home (this page) — entry point and overview of the journey.
- About — what the site does and does not do.
- Core Guidance — the stable foundation. If in doubt, start here.
- Find a Lawyer — selecting a suitable provider and avoiding obvious risk.
- Manage Your Case — manage the work like a project; spot issues early.
- Complaints — complain to the firm and prepare for escalation.
- Escalation — decide whether and how to escalate (Ombudsman/regulator routes).
- Tools — practical logs, trackers and complaint builders.
- Knowledge — reference guides and explanations.
You do not need to follow the journey in order. Use the links above based on what you need today.