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Free Publicity Materials

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Complaints Handling Toolkit


Practice management

In stock

23 October 2014

Law Society Publishing


Paperback + CD-ROM
246 x 172 mm
112 pages

Complaints Handling Toolkit

Vicky Ling and Fiona Westwood


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.


"At £59.95 this book provides great value...if just one complaint is averted the cost of the book will be easily recovered, in reputation if not in actual costs"

Legal Abacus


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