Best Practice Blog
A swift sift?
This article was first published in The Journal on 18 September 2025
We know that complaints can be stressful, so we appreciate that when a complaint is made practitioners want to have it dealt with as swiftly as possible. It’s understandable to hope that the SLCC will sift out as much of the complaint as possible at the start. But the bar for a complaint to be investigated is low and a decision to investigate does not mean the complaint will be upheld.
PODCAST: Episode three - The power of apologies with Gordon Murray
On our podcast, Susan William, our Best Practice Adviser, speaks to Gordon Murray about the power of apologies.
Helping Client Relations Managers to help others
Being a CRM can be a daunting task. You know that complaints are a standard risk in any service industry, but others in the firm may not recognise that – if they want to think about complaints at all! Our discussions with Diploma students and trainees regularly highlight their trepidation that complaints could be made about their work, or the fact that they’re not sure how to deal with them.
PODCAST: Episode two - How to handle complaints effectively?
Welcome to our podcast! Today, we’re talking about how to handle complaints more effectively. We get it - complaints aren’t exactly a favourite topic. But most practitioners would probably agree on two things:
• First, complaints are a normal business risk in any service industry, including legal practice, so it’s important to know how to manage them.
• Second, CPD is a requirement every year.
This podcast is here to help with both!