Develop procedure
All firms will have an internal complaints procedure - this is required by Chapter 1 of the new Code of Conduct (Rule 2 of the Code of Conduct until October 2011). However, consider benchmarking your procedure with the example downloadable from the Legal Ombudsman's website
Be proactive
Act quickly when receiving a complaint and ensure that the initial response gets to the root of the problem. If the first response appears to be a brush-off, the situation will worsen. Make sure that the client knows who will look into the complaint and when they will respond after investigating it. Supply a copy of your complaints procedure.
|
Be consistent Make sure that all fee earners and other customer -facing staff are trained to recognise a complaint and will follow your procedures. |
Are you giving enough focus to how you handle complaints? Click here for a useful article by Claire Larbey Claire Larbey is a former Practice Standards Advisor with the SRA, now a director of Quality Legal Services Ltd. |
Don't delay
In making a measured response after investigation, avoid waiting the allowed 28 days and reply as quickly as possible. In the meantime, keep the client informed of progress, if this is possible.
Empathise
Don't be afraid to say sorry, if this is at all appropriate: this is often the first step to a resolution. If the complaint is not justified, be careful to look at the matter from the complainant's point of view before responding, or there will inevitably be a failure of communication.
Be courteous
In all cases, behave with courtesy, patience and respect.
Get help if needed
Sometimes a complaint can be very difficult to handle. The Kent Law Society will endeavour to help members who are struggling to cope with a difficult complaint. The Society includes in its membership specialists in this field of practice and any Officer will be pleased to effect a confidential referral. Alternatively, help and guidance is available from the Solicitors' Assistance Scheme - www.thesas.org.uk
