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It has never been more important to recognise vulnerability
Early resolution of complaints allows both parties to move on
Recognising complaints will lead to happy customers
Hearing from the profession - discussion sessions
Handling complaints appropriately will help restore trust
It pays to be clear and upfront with clients about legal fees
PODCAST: Episode one - Understanding the importance of terms of business with Susan.
It’s good to talk if you want to get the best outcome
How feedback can help lawyers
Driving improvement, boosting efficiency
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.
A swift sift?
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.