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

• 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