Complaints are a normal business risk, but the more that you can recognise and address concerns, the more you’re managing that risk and encouraging your clients to return to the firm. Fewer complaints mean less unbillable time needed to answer them and less stress to you and your clients.
The SLCC has the power to issue guidance to the profession on dealing with complaints. To do this, we draw on all our learning from the complaints that we see, and what helped to resolve them.
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
A sound policy and approach within your firm will help you deal with complaints more quickly and effectively, and hopefully reach resolution without those complaints being referred to the SLCC.
The purpose of having a dedicated Client Relations Manager and complaints handling process is to try to reach a solution acceptable to both parties. A CRM’s first thought should not be “Who is right or wrong” but “What is needed to resolve this complaint?”
We are of course aware that it’s not always possible to resolve complaints within the firm and we know that sometimes a complainer will still want to approach the SLCC.
Even if your internal process has not been finalised, the complainer may still complain to the SLCC, provided that they have given you at least 28 days’ notice of the complaint. If complaints are made to us, we will work with you wherever possible to try to achieve resolution, right through our process.
Complaints can give you valuable insight into the needs and expectations of your clients, so a positive and flexible approach can help you achieve swifter resolution and improve the service you provide.