Best Practice Blog
Welcome to our blog where we share articles for the profession on best practice in complaint handling.
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.
Legal services should be accessible, empowering and based on respect
This article was first published in The Scotsman on 17 March 2025
Driving improvement, boosting efficiency
The SLCC works hard to make the complaints process as smooth and swift as possible, all while delivering a quality service and fair and impartial investigations. One of the ways we do that is through continuous improvements to our complaints process.