Legal Services Regulation Act 2015
Guidelines for resolution of complaints by mediation or informal means
67. The Authority shall prepare and publish guidelines in relation to the resolution of complaints by informal means and those guidelines may—
(a) set out the process whereby a determination can be made in respect of whether a complaint can be resolved by informal means,
(b) provide for the recording of the manner in which a complaint was resolved and of the terms of any agreement between the complainant and the legal practitioner the subject of the complaint,
(c) outline the steps to be taken (including notice to the Authority, the complainant, the legal practitioner concerned and, where applicable, the Complaints Committee) if the complaint cannot, in the opinion of the person attempting to do so, be resolved by informal means, and
(d) contain any other matters that the Authority considers necessary or appropriate for facilitating the resolution of the complaint by informal means.