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Complaints Handling Toolkit

Law Society's Risk and Compliance Service
Vicky Ling and Fiona Westwood
Availability: Published

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 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 it contains:

• 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 so you can customise them as needed.


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




Practice management


October 2014


Law Society




Paperback + CD
112 Pages