The Ostrich and the ABS

A recent article in the Law Society’s Gazette came to the conclusion that ABSs are unlikely to have a detrimental effect upon the businesses of small practitioners. In this item we look at why this is unlikely to be the case and what firms should be starting to think about if they are to succeed in the face of opposition.

Introduction to complaint handling

All firms need to adopt and implement an effective, robust and transparent complaint handling process and this section look at the imperatives behind that requirement and at how the process should be undertaken.

Need for complaint procedure

There are a number of very good reasons why a firm should – indeed must – have a complaint handling system. Some of those reasons are regulatory whilst others, often the most convincing arguments, are practical, business-focused and competitive.

Implementing a complaint handling procedure

Some guidance on the implementation of a complaint handling system and a policy for clients.

The Legal Ombudsman

Draft Complaint Policy

Provision of Services Regulations

The Provision of Services Regulations 2009 contain provisions as to the information which must be given to clients by those involved in service provision. This item look at those regulations and offers suggestions as to how firms can implement procedures to deal with their requirements.

Provision of Services Regulations – Checklist

A check list of the information which you are required to provide in all cases, whether you are specifically requested to do so or not, and the information which you are required to provide upon request.

Provision of Services Regulations – Sample Web Page

An example of how a web page might look setting out the information required by the regulations.

Practice Closure

Whilst there are a number of reasons why it may be necessary to close a practice down, whatever the reason, the formalities of practice closure must be observed.