Complaints Procedure

Persons have the right to submit COMPLAINTS regarding both the provision or non-provision of services and the quality of services, in order to ensure their right to quality services.

If a person believes that their right to quality services provided by the State-Guaranteed Legal Aid Service (hereinafter – the Service), lawyers or mediators has been violated, they have the right to apply as follows:

Complaints concerning decisions adopted by the Service

Decisions concerning:
• secondary legal aid services;
• state-guaranteed out-of-court and mandatory mediation services

may be appealed in accordance with the procedure established by the Law on Administrative Proceedings of the Republic of Lithuania within 1 month from the date of receipt of the Service's decision.

Procedure for the Examination of Applications and Complaints of Persons at the Service

Complaints concerning secondary legal aid provided by a lawyer

If there are grounds to believe that the services provided by a lawyer are not of adequate quality or that the lawyer is not properly performing their professional duties, persons may, in accordance with Article 10 of the Law on State-Guaranteed Legal Aid of the Republic of Lithuania, apply to the Lithuanian Bar Association, address: Polocko St. 43C, Vilnius. The Lithuanian Bar Association assesses the quality of the activities of lawyers and assistant lawyers providing secondary legal aid.

Complaints concerning mediation services provided by a mediator

The quality of mediation services provided by mediators is assessed by the Commission for the Assessment of Mediators' Activities (hereinafter – the Commission) in accordance with the Law on Mediation of the Republic of Lithuania and the legislation implementing it.

In all cases where a person believes that the mediator who provided them with mediation services provided those services inadequately, they may submit a complaint to the Commission through the Service, by sending the complaint to Mindaugo St. 12, Vilnius, or by email to the address indicated on the Service's website.

Decisions adopted by the Commission may be appealed in accordance with the procedure established by the Law on Administrative Proceedings of the Republic of Lithuania within 1 month from the date of receipt of the decision.