News

Law Society and Commissioner announce a range of client care measures

4 March 2009
The Law Society and the Legal Services Complaints Commissioner have announced a range of client care measures to help solicitors. The initiative will have links to the existing and substantial range of Law Society activities to broaden access to the profession and improve standards of client care and complaints handling. Measures will include a consultancy service to support around 200 solicitors' firms who have been identified as most in need of client care assistance, and a dedicated client care and complaints handling helpline.
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Building your practice by caring for clients

Excellence in client care, from initial contact through to handling complaints, is an important part of demonstrating your professionalism as a solicitor.

Practices which have a reputation for providing good client care are likely to realise significant benefits, including:

• increased profitability
• high levels of client and employee satisfaction and loyalty
• free advertising by word of mouth recommendation
• lower professional indemnity premiums

As practices pursue excellence in client care the reputation of the profession is also enhanced. We are committed to helping solicitors improve the provision of client care and management of complaints.

Adequate service

Rule 2 of the Solicitors' Code of Conduct helps practices deliver a more client focused service. It is the minimum standard of client care which solicitors should provide to their clients.

Good practice

The Law Society provides a range of products and services to assist solicitors in going beyond compliance and achieving good practice in client care.

• Practice Advice Service booklets
• Practice notes
• Training seminars

Practice excellence

The Law Society provides opportunities for practices to pursue excellence in client care through:

• Lexcel
• Law Management Section
• Law Society Excellence Awards