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Complaints management

In force from 9 April 2008

Achieving good practice in complaints management will help solicitors:

  • increase client satisfaction
  • promote their practice in the competitive legal services market
  • lower their insurance premiums
  • demonstrate their professionalism
  • enhance the reputation of the profession

We recommend that you refer to this online version to stay up-to-date with changes.

For more information on client care go to: www.lawsociety.org.uk/clientcare

Complaints management practice note – 09 April 2008

Print this entire practice note

  • Table of contents
  • Chapter 1 – introduction
  • Chapter 2 – principles of complaints management
  • Chapter 3 – framework
  • Chapter 4 – the complaints management process
  • Chapter 5 – appeals
  • Chapter 6 – monitoring and continual improvement
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