The Legal Ombudsman together with SRA recently published independent research, showing that there could be improvements in how some law firms deal with complaints.
The London Economics and YouGov findings show it makes good business sense to handle complaints well, with 93% of firms saying there are business benefits to doing this. These included keeping clients, improving the delivery of services and better customer insights.
However, 56% of the users of legal services said they had taken their complaint further, such as to the SRA or Legal Ombudsman – a figure that could be reduced if firms acted quickly to identify and resolve issues. If your firm would like to implement an effective in-house complaints policy and procedure or require training on how to deal with complaints, get in touch and find out how Legal Compliance Consultants can assist.