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Below we take a brief look at the top areas of law we receive complaints about and the main areas where service providers can make improvements to avoid complaints arising. Upheld complaints
Bringing our complaints data to life by offering insight into the main causes of complaints and how to avoid them, case studies are used throughout to show examples of decisions we have made. This report focuses on 2021/22 data.
- Adapt Your Communications with Clients
- Manage Expectations
- Comply with Your Regulatory Obligations
- Train Your Staff
- Analyse Customer Feedback – The Good, The Bad and The Ugly
- Help and Support
In most cases, retainers are concluded to the satisfaction of clients, but there will be occasions when clients indicate dissatisfaction with some element of the service provided. If a client is not happy, it’s important not to take any negative feedback personally. Mostly, lawyers do their best for their clients but there may be times when updates...
In July 2019 the SRA published its Maintaining service standards and reducing complaintsreport (‘SRA report’). One of the key findings of the report was the disparity between the expectations of the legal services user and that of the profession. The SRA’s report concluded that solicitors need to be more aware of their clients’ expectations. This i...
According to the SRA’s report, 98% of firms provide information about their complaints procedure at the start of the process, usually in their initial client care letter. However, surprisingly, 37% of legal service users say they were not told about the complaints procedure. The report goes on to say that one in three people do not know that they h...
Ensure that your staff are trained to identify a complaint and are familiar with and able to follow your firm’s procedure when handling complaints. It is important that they are empowered to resolve issues as quickly as possible or to have access to more senior colleagues, to assist them in dealing with an unhappy or challenging client.
The SRA collects data on complaints from practices as part of its annual renewal process. However, keeping good records of complaints is an essential exercise as it provides useful data. It can help your firm to: 1. identify trends in complaints and areas of service needing improvement 2. assess the effectiveness of your complaints management proce...
If your law firm is grappling with a complaint and would benefit from some free support from the Law Society’s Lawyerline helpline service, then a special Complaints Clinic will be running on Wednesday 29 September 2021 between 2-5pm. You can also call the helpline on 0207 320 5720 Monday-Friday 9am to 5pm.
A complaint can be any expression of dissatisfaction, whether verbal or in writing. Complaints can highlight problems or areas for improvement in your practice. Handling them effectively may protect your firm’s reputation and prevent future complaints.
Jun 23, 2023 · Lawyers appear to be warming to the use of online reviews as a means of attracting clients, but a pilot run by the legal regulators highlighted the glaring absence of meaningful comparators.
Feb 12, 2018 · If the regulator takes a proactive approach, both the SRA and those about whom allegations are made online may well sink considerable time and resources into dealing with them: the SRA by...
People also ask
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Most of us are familiar with customer reviews and star ratings. We often use them to help us choose products and services. Many websites publish customer reviews about law firms; we want to encourage more of you to use and leave reviews on these sites. Online reviews can help potential customers.
