Complaints Handling

Question 1

Must every law firm have a complaints handling procedure?

Answer 1

Yes

Question 2

What are firms required to do in relation to the complaint procedure and new clients? What details must the client be told?

Answer 2

They must inform new clients in writing about the complaints procedure

They must be told about:

• their right to complain about services and charges
• how to make a complaint
• any right to complain to legal ombudsman and when they can make such a complaint

Question 3

What requirements are solicitors under when a complaint is made against them?

Answer 3

If complaint not resolved to client’s satisfaction within 8 weeks of making complaint they must be informed in writing:

• of any right to complain to legal ombudsman and timeframe and details of contact
• if complaints procedure has been exhausted (i) that you cannot settle the complaint (ii) name and website of alternative dispute resolution approved body and (iii) whether you agree to use the scheme operated by that body

Complaints must also be dealt with properly, fairly and free of charge