Complaints about staff and/or local agents

LSS takes all complaints we receive seriously. We assess each complaint and take appropriate steps to determine its validity.

How do you make a complaint?

If you had an unpleasant experience with one of our staff members (in person or through the call centre) and would like to make a complaint, you must do so in writing. Please provide the following information:

  • Your full name
  • Staff member's name
  • Office location
  • Date and time you visited or spoke to the staff member
  • Details of your complaint

You may use the Record of Complaint form to submit your complaint.

Submission guidelines

Please consider the following when submitting your complaint:

  • Provide us with a clear idea of the problem you've experienced and the solution you want.
  • Give us all the relevant information you have (or know about) up front.
  • Attach any relevant supporting documents that'll help clarify your complaint.
  • Tell us new facts as they arise.
  • Let us know if you no longer want our help.
  • Cooperate with us.
  • Treat us with respect.

What is our complaint process?

Once we receive your complaint, our Audit and Investigation Department will do the following:

  • Record your complaint and send you an acknowledgement letter within 10 days of receiving your letter.
  • Forward the complaint to the appropriate department manager for handling. If additional information is required, the manager will contact you.