Client complaints procedure

Last updated December 2016


The PSU offers emotional and practical support mainly to those representing themselves in court proceedings. This help is confidential and free of charge. The PSU aims to provide a high quality service to its clients, and we welcome comments on the service we provide. Do complete a feedback form, or tell us directly if you have any concerns or if you wish to make suggestions on how we can improve our service. This procedure is for those wishing to make a formal complaint against the service. All complaints are investigated fully and promptly and dealt with frankly.  If you make a complaint, we will keep you informed at all stages. This procedure only applies to complaints from users of the PSU.

Making a complaint

Your complaint should include your name and address and the complaint itself. You can write it, or you can ask someone at the PSU to write it down for you. You will need to sign it. Your complaint needs to reach us within 1 month of the incident you are complaining about. If the complaint is about:

  • A volunteer: Send it to The Manager at the local Personal Support Unit 
  • The local PSU Manager: Send it to Head of Service, Personal Support Unit, Room M104, Royal Courts of Justice, Strand, London, WC2A 2LL

Acknowledging the complaint

All complaints will be acknowledged within 7 working days of when we receive the signed written complaint.

Investigating the complaint

The local PSU Manager / Head of Service will ensure that your complaint is investigated and that you receive a response within one month. If the complaint is about a volunteer or a member of staff, a copy of the complaint will be made available to him or her.


If you are dissatisfied with the response, you can appeal in writing, to: The Head of Service, or the Director (if the Head of Service has already given a response) at Personal Support Unit, Royal Courts of Justice, Strand, London, WC2A 2LL    

The complaint and the response will be reviewed.  You will receive a written response within one month. Any further investigation will be referred to the Chairman of the Trustee Board, and the Trustees’ decision on the case will be final.