Complaint Handling

Introduction

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 or other lawyer. Every so often, however, things either do not go according to plan or the client feels let down. This may be because the 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 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. To help you in dealing with this we have compiled a series of guides which provide an introduction to complaint handling and look specifically at:

• The need for complaint handling procedures;
• Implementing complaint handling procedures; and
• The content of a complaint handling policy.

All of these items are available to registered members of our web site. Registration is free. Just go to the registration page and fill in your user name and email address. When you then log in all of the information will be available to you.

Alternatively, if you require specific assistance in dealing with a particular complaint or simply need help putting in place a new complaints procedure, then the Lawyers Defence Group can assist you. You can contact the Lawyers Defence Group by:

• phoning us on 0333 888 4070,
• emailing us at help [Email address: help #AT# lawyersdefencegroup.org.uk - replace #AT# with @ ],
• 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 LLP, Priory Court, 1 Derby Road, Nottingham, NG9 2TA,

(revised December 2011)