Following LSB approval on 8 December 2025, CRL’s new Complaint Handling Requirements are now in force.
The new requirements include:
New Complaint Handling Rules – CILEX Authorised firms, Chartered Legal Executives and CILEx Practitioners
• The LSB approved CRL’s new Complaint Handling Rules as of 8 December 2025, these are now in force for CILEX Authorised firms, Chartered Legal Executives, and CILEx Practitioners.
• For CILEX Authorised firms, details of the new Rules can be found in the Practice Rules section on our Rules and Guidance webpage, together with updated Complaint Handling Guidance. It is important that you ensure that your complaints handling procedures and documents are compliant.
• For Chartered Legal Executives, and CILEx Practitioners, details of the new Complaint Handling Rules and Complaint Handling Guidance are located on the Rights and responsibilities webpage.
Change to Regulation 13 of the CILEx Regulation – ACCA Handbook
CILEX-ACCA Probate individuals and firms
• The LSB approved changes to CRL’s complaint handling requirements at Regulation 13 of the CILEx Regulation – ACCA Handbook on 8 December 2025 and they are now in force.
• CILEX-ACCA Probate firms can find details in the CILEx Regulation – ACCA Handbook and updated Regulatory Guidance on ACCA-Probate regulation – guidance for individuals and firms.
Checking compliance for all firms (CILEX Authorised and CILEX-ACCA Probate)
We will be using the annual return process to check compliance for all firms. Where this is due before the end of March 2026, we acknowledge that full implementation might not be achievable but will expect to see that steps have been taken towards compliance.
All CILEX members
It is important to remember that all CILEX members must comply with Principle 5 of the CILEx Code of Conduct. It will be helpful to remind yourself of your responsibilities and familiarise yourself with the Complaint Handling Guidance.
