Welcome to our blog where we share articles for the profession on best practice in complaint handling.
“Why doesn’t the SLCC charge a (potentially refundable) fee for making a complaint?” That question came up a few times in our recent Survey. Many practices of all sizes and locations believe that some clients (or third parties) complain “simply because they can”.
As well as dealing with complaints, we provide a best practice service for legal practitioners. We hold data on around 15,000 complaints and we want to build a culture of learning so that common problems can be avoided.
In the past few months we've been focussing on the early resolution of complaints. In this article for our newsletter, Susan Williams outlines the benefits.
We firmly believe that the drive to digital will improve our business and deliver for our customers. We’re also aware that we need to take people with us on this journey, and ensure we don’t leave anyone behind.