Good complaint handling benefits all

CILEx Regulation looks at how to turn complaints into valuable feedback and the benefits of good complaint handling 

Establishing and following a clear and consistent complaint-handling procedure helps to build strong client relationships based on trust. Dealing with complaints openly and in a timely way demonstrates your professionalism, high standards and a commitment to delivering excellent customer service.

A proactive approach to complaint handling has additional advantages:

Early resolution of complaints: Promptly addressing complaints demonstrates that you take your clients’ concerns seriously, improving overall satisfaction and loyalty. Early resolution can save the time and costs related to a more protracted dispute and the potential for escalation to the Legal Ombudsman (LeO).

Clear audit trail: Documenting the complaint-resolution process provides a valuable audit trail that you can use to demonstrate a consistent and fair approach.

Continuous improvement: Regular analysis of complaints data is an effective tool for identifying recurring themes, effectively highlighting the areas where improvements can be made and providing a solid foundation for developing and improving the services you deliver.

Opportunities for growth: Developing a client-centric approach focused on accountability and improving clients’ experiences creates opportunities for growth. Satisfied customers are more likely to be repeat customers, generating positive reviews and recommendations.

“By responding in a timely, empathetic and effective manner, you can turn complaints into valuable feedback and build stronger client relationships” 

By responding in a timely, empathetic and effective manner, you can turn complaints into valuable feedback and build stronger client relationships. By learning from this feedback, you can make improvements to gain a competitive advantage and drive business growth.

Ensuring your clients can easily access and understand your complaints process is vital. Our firms must publish their complaints procedure on their website and include it within the client-care letter. Providing this information at other times, including at the time a client makes a complaint and at the end of a case, is essential.

Complaint handling and the CILEX Code of Conduct

Good complaint handling not only makes good business sense, it is a requirement for all regulated members under principle 5 of the CILEX Code of Conduct. This states that regulated members are required to act competently, in the best interests of clients and respect client confidentiality.

Members must:

5.9 inform your client fully as to your complaints procedure, including their right to refer a complaint to the Legal Ombudsman or CILEx Regulation where appropriate;

5.10 not charge a client for the cost of handling a complaint.

Regulated individuals are advised to also read the first-tier complaints-handling guidance alongside the Code. This is designed to help you to understand the expectations that are required to meet the Code.

Legal Ombudsman resources – help for you and your clients

LeO's annual Complaints Data and Insights Report shares outcome data on all cases investigated for each area of law. Last year, it received 6,652 complaints from people unhappy with the service they had received from a legal provider. This included those relating to poor communications and delays in progressing legal matters.

LeO also found first-tier complaint handling to be inadequate in 46% of the matters investigated. The report provides valuable insight for early complaint resolution and prevention.

LeO provides a wealth of resources to support you in delivering the best level of service to your clients and avoiding complaints. The resources also offer guidance and information for your clients to support them in navigating the complaints process.

For those interested in finding out more, you can see further guidance here:

 

 

 

 

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