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Law Society issues updated Practice Note on complaint handling

Handling complaints from clients and via the Legal Ombudsman

The Law Society has updated its Practice Note on Complaint Handling.  The Practice Note was issued on 13 August 2013 and includes an array of information including what actually constitutes a complaint, investigation of complaints, record keeping, and management procedures.

The information is aimed at managing partners, practice managers and all employees involved in responding to complaints.

It also addresses complaints made to the Legal Ombudsman. It covers the role of the Ombudsman, the processes involved in resolving complaints made to the Ombudsman and the remedies available.

Last year solicitors were the subject of 96% of the 7455 complaints received by the Legal Ombudsman of which 18% related to family law matters.

The updated Practice Note is available here

(News item published 16.8.13)