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Handling complaints the common-sense way

Michelle Garlick, a partner in Weightmans’ professional risk and Compl-i [1] consultancy team, offers common-sense tips on how to handle complaints from clients

Regardless of size or sector, all law firms will face client complaints at some stage, but failure to handle a complaint in-house can lead to your client seeking help from the Legal Ombudsman or – if it amounts to an allegation of negligence – suing. To ensure initial complaints are dealt with swiftly and competently, a few key steps from the SRA Code of Conduct 2011 are outlined below:

The proper handling of complaints is largely a matter of common sense, but must be done properly to avoid damaging repercussions. Consult the code and the guidance, investigate properly and communicate clearly, and you are likely to avoid the worst pitfalls.