Introduction to complaint handling

Keeping clients happy is not always easy, no matter how well you do the job and how little you charge. Fortunately, in the vast majority of cases, clients are satisfied with the services which they receive from their solicitor, barrister, legal executive and so forth. However, every so often, things either do not go according to plan or the client feels let down. This may be because a lawyer has not done good a job, it may be because the client has not obtained the result he or she wanted or it may simply be that the client has not understood what was being done and what the likely outcome would be.

Whatever the reason for the dissatisfaction, the problem needs to be addressed – and it needs to be dealt with in such a way that the client is happy with the outcome and the firm is not left in a position where time, resources and money have been unnecessarily expended.

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

Whether it is specific assistance in dealing with a particular complaint or simply help in putting in place a new complaints procedure, the Lawyers Defence Group can assist you. You can either access the guidance in this section (for which you will need to become a registered user of this web site – registration is free of charge) or alternatively you can contact the Lawyers Defence Group by:

• phoning us on 0333 888 4070,
• emailing us at help@lawyersdefencegroup.org.uk,
• requesting a callback using the form in the right hand menu and someone will call you back at a pre-arranged time, or
• writing to Lawyers Defence Group, Richard Nelson Solicitors, 8 The Courtyard, 707 Warwick Road, Solihull, West Midlands, B91 1TT,

and we will be happy to assist you in putting in place an appropriate procedure and policy.

Registered members will find in this category of our web site, sections dealing with:

• The need for complaint handling procedures
• Implementing complaint handling procedures, and
• A sample complaint handling policy, and

In addition there is an item dealing with the Legal Ombudsman which will be expanded upon as the details of how the Ombudsman Scheme will operate are finalised.