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Complaints Handling Toolkit

ISBN13: 9781907698675
Published: October 2014
Publisher: Law Society Publishing
Country of Publication: UK
Format: Paperback & CD-ROM
Price: £59.95

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Legal practices have much to gain from minimising and dealing effectively with complaints, including:

  • Improved client care
  • Increased client satisfaction
  • Decreased risk of complaints
  • Reduced risk of subsequent fines
  • Less time spent dealing with complaints
      Also, to comply with Chapter 1: Client Care of the SRA Handbook all legal practices must have a written procedure which ensures that complaints are dealt with promptly, fairly, openly and effectively.

      The Complaints Handling Toolkit is designed to help practices implement best practice and meet their regulatory requirements. It provides draft policies, procedural checklists and other useful templates that you can use to supplement your existing complaints procedure or to create a new one. Here is a sample of just some of the templates you can access through the Complaints Handling Toolkit:

      • Written complaints policy
      • Written complaints procedural checklist
      • Sample complaints form
      • Letter acknowledging complaint
      • Letter of apology
      • Complaints training policy for staff
      • Self-audit checklist
      • Referral letter to the Legal Ombudsman
      • Template annual complaints report
      All of the templates are provided on the book's accompanying CD-ROM so you can customise them as needed.

Courts and Procedure
1. Introduction
2. Regulatory requirements
3. Client care
4. Training
5. Complaints handling
6. Recording and reporting complaints
7. Sources of guidance and support.

Series: Risk and Compliance Service

Anti-Money Laundering Toolkit 2nd ed ISBN 9781784460785
Published May 2018
Law Society Publishing
Compliance Officer for Legal Practice: COLPs Toolkit 2nd ed ISBN 9781784460457
Published September 2016
Law Society Publishing
Equality and Diversity Toolkit ISBN 9781907698736
Published April 2013
Law Society Publishing
Anti-Bribery Toolkit
Amy BellAnti Bribery
ISBN 9781907698347
Published April 2012
Law Society Publishing