Effective complaints handling is a key part of delivering a good service and maintaining client trust. Although firms may not welcome receiving complaints, when handled well, they can be resolved quickly and protect important client relationships.
In this latest "Spotlight" article on “Early Resolution” from the Legal Ombudsman (LeO), they highlight the practical steps firms can take to improve the chances of resolving a complaint in its early stages, both at firm level and at LeO.
This includes ensuring clear, timely and complete final responses, addressing all complaint issues, and making proportionate remedies where service failings are identified. Useful case studies also illustrate the factors they consider when assessing if a complaint is suitable for their early resolution process, helping you to have confidence in your approach.
This article is part of LeO’s ongoing work aimed at supporting firms to handle complaints effectively. It includes work to pilot a Model Complaints Resolution Procedure across the legal sector.