Lawyerline

Advice on client care and complaints handling

Lawyerline provides assistance to solicitors who have questions about client care and complaints handling.

We can advise firms on how to resolve complaints directly with clients or, if the matter has progressed, the practice and procedures of the Legal Complaints Service.

Lawyerline was previously run by the Legal Complaints Service. In March 2009 it was taken over by the Law Society and is now staffed by experienced solicitors who are committed to providing quality advice to practitioners.

About client care

Implementing an effective client care policy can help to encourage repeat business from clients and prevent complaints from arising. If a complaint does arise, adopting good practice in complaints management can have real benefits in changing perceptions about the way clients view your firm.

Solicitors are required to develop and implement their own internal complaints handling procedures in order to comply with their professional obligations as set out in the Solicitors' Code of Conduct 2007.

How we can assist you

Lawyerline can provide assistance on many areas related to client care and complaints handling.

We offer:

• Tools to assist in improving client care and complaints prevention such as:
  • Practice note on client care letters
  • Practice note on complaints management
  • Practice note on initial interviews
• Practical advice on complaints handling, including enquiries relating to:
  • Complaints about your bill
  • Disputes about file ownership
  • Time limits for clients to bring a complaint and your obligation to respond
  • Responding to a client complaint in-house (stage 1)
  • Responding to the Legal Complaints Service (stage 2)

Please note that the Law Society does not offer legal advice and that telephone calls to the Law Society may be monitored or recorded for training and quality purposes.