A client refuses to accept a complaint response. What should I do?
“I am my firm's complaints partner. We responded to a client complaint within eight weeks, along with the Legal Ombudsman's contact details. The client has continued to contact us for months. I can't see us achieving constructive progress to a resolution. Can I refuse to reply to further communications?”
If your client continues to write with no new complaints, you can reply referring them to your substantive response of [insert date], as there is nothing new to add to that.
If the client continues to write after that, you can politely inform them that you will not respond again unless there is anything new being raised, as you have previously dealt with all related matters.
You can then file any further letters from the client if they are mere repetitions of the same subjects, without response.
Keep the file to show the Legal Ombudsman (LeO), should it be required.
It may be useful to refer to:
Disclaimer
While every effort has been made to ensure the accuracy of the information in this article, it does not constitute legal advice and cannot be relied upon as such. The Law Society does not accept any responsibility for liabilities arising as a result of reliance upon the information given.
Have you got a practice question?
Call the Practice Advice Service on 020 7320 5675 or email practiceadvice@lawsociety.org.uk.
The Practice Advice Service is staffed Monday to Friday from 9am to 5pm.