We issue consultations to seek views of stakeholders on our proposals to change our regulatory rules or procedures. We also regularly respond to consultations issued by other organisations. We can only currently receive responses via email or survey response. Details of closed consultations can be found on our webpage.
2025
Consultation on changes to CRL’s requirements for first-tier complaints
Following the publication of the Legal Services Board Statement of Policy – first-tier complaints, we have been considering how to change our requirements for first-tier complaints. Our proposals are intended to set:
- clearer expectations of what must be included in a complaint handling procedure (CHP)
- when and how information must be communicated to clients about the CHP and following a complaint
- requirements firms must take to monitor, learn from complaints and improve complaints handling and service provision.
We are now consulting on these proposals. Your views will help us deliver proportionate and targeted regulation that meets these objectives.
For further information please access the full consultation document
How to respond
Please complete the consultation response form online. Alternatively, you can send your response to CILEx Regulation by email to consultations@cilexregulation.org.uk. Please mark it for the attention of Sue Chandler.
Submission deadline
Please respond by 5pm 15 August 2025.
