Complaints management
Summary of amendments
Section 3.1
- Type of complaints – updated to reflect that a practice must respond to all complaints including complaints about the bill.
Section 3.3
- Sample complaints management policy – the sample policy has been updated to reflect changes in the Legal Complaints Service’s acceptance policy which mean that a client normally needs to make a complaint to the LCS within 6 months of a retainer ending.
Section 3.5
- Ensuring visibility and access - includes changes to the information you need to provide clients including an update example of the text you may wish to include in a client care letter