This guidance will help you to:
- Recognise complaints at an earlier stage
- Develop - and implement - an effective complaints policy
- Support your staff in dealing with complaints
- Use complaints as a tool for learning and future improvement
Introduction to this guidance
Complaints are a normal business risk, but the more that you can recognise and address concerns, the more you’re managing...
How do the Law Society Rules and Guidance link together?
These Law Society of Scotland Rules speak about complaints: B5.5.2 - all Scottish solicitors must have a written complaints process....
Why use this Guidance?
This Guidance gives some best practice advice on how to implement the Rules. Although this Guidance is not mandatory, compliance...
6 principles of good complaint handling
We recommend that a robust complaints handling process should cover the following six universally-accepted principles – please read on for...
The Complaints Levy
A mandatory complaints levy will be imposed on a firm by the SLCC if one or more service issues of...