Best Practice Blog

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.

On our podcast, Susan William, our Best Practice Adviser, speaks to Gordon Murray about the power of apologies.