Complaints management

Table of contents

• Chapter 1 – introduction
  • 1.1 Who should read this practice note
  • 1.2 What is the issue?
  • 1.3 Professional conduct
  • 1.4 Status of this practice note
  • 1.5 Terminology
  • 1.6 More information and products
  • 1.7 Acknowledgements
• Chapter 2 – principles of complaints management
  • 2.1 Visibility
  • 2.2 Accessibility
  • 2.3 Responsiveness
  • 2.4 Objectivity
  • 2.5 Confidentiality
  • 2.6 Client-focused approach
  • 2.7 Accountability
  • 2.8 Communication
• Chapter 3 – framework
  • 3.1 Types of complaints
  • 3.2 Models
  • 3.3 Policy
  • 3.4 Management commitment
  • 3.5 Ensuring visibility and success
  • 3.6 Resources
• Chapter 4 – the complaints management process
  • 4.1 Receiving and recording
  • 4.2 Acknowledgement
  • 4.3 Assessment
  • 4.4 Action
  • 4.5 Remedies
  • 4.6 Providing feedback
  • 4.7 Closing the complaint
  • 4.8 Unmeritorious or vexatious complaints
• Chapter 5 – appeals
  • 5.1 Internal
  • 5.2 Mediation
  • 5.3 External referral
• Chapter 6 – legal professional privilege
  • 6.1 Monitoring
  • 6.2 Continual improvement

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