Complaints procedure
How to make a complaint against the Government Legal Department.
What to do if you have a complaint
If you have a complaint about the Government Legal Department or any of its staff, please contact the relevant Head of Group/Division who will try to resolve any problem quickly. You should receive a substantive response within 10 working days from receipt of your complaint. If this is not possible, we will tell you when you can expect our reply.
Heads of Groups/Divisions are:
| Group/Division | Name | Contact |
|---|---|---|
| Litigation | Diane Wills | [email protected] |
| Employment | Sophie Williams | [email protected]] |
| Commercial | Justinia Lewis | [email protected] |
| Bona Vacantia | Caroline Harold | [email protected] |
Alternatively, you can directly contact the Treasury Solicitor, Susanna McGibbon: [email protected]
The Government Legal Department
102 Petty France
London SW1H 9GL
If you are still unhappy after the department’s reply to your complaint and you feel that you have sustained injustice as a result of maladministration, you may wish to consider an approach to the Parliamentary Commissioner for Administration (the Ombudsman), who investigates complaints made by members of the public about government departments and other bodies. To do this, you will need to make your complaint in writing to an MP who can refer it to the Ombudsman, with your consent, with a request that an investigation be conducted.
Examples of maladministration
This is just a list of some of the things which the Ombudsman might well find to constitute maladministration.
The “Crossman” list, examples quoted in 1966 by the late Richard Crossman as Leader of the House of Commons when the Parliamentary Commissioner Bill was being taken through Parliament, gives:
“Bias, neglect, inattention, delay, incompetence, ineptitude, turpitude, arbitrariness and so on”.
The Parliamentary Commissioner for Administration’s latest guidance states:
Generally, “maladministration” means poor administration or the wrong application of rules. Some examples include:
- avoidable delay
- faulty procedures or failing to follow correct procedures
- not telling you about any rights of appeal you have
- unfairness, bias or prejudice
- giving advice which is misleading or inadequate
- refusing to answer reasonable questions
- discourtesy, and failure to apologise properly for errors
- mistakes in handling your claims
- not offering an adequate remedy where one is due
NB: Neither of these lists is intended to be a comprehensive definition of maladministration.