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Complaint Management

The management of complaints can be a time consuming task that is unwelcome At The Strategic Partner we offer firms a complaint management service where we will investigate and manage complaints on behalf of the firm including drafting a reply to the client or if needed, The Legal Ombudsman. Effective management of complaints will protect the firm, its reputation, and the risk of regulatory interaction.

As and when complaints arise we will obtain details from the firm and working on their behalf engage with those involved, the client, fee earner(s) and external parties to establish the root cause of the complaint and whether it is justified or not. 

Find out more

For more information about our Compliance Services you can call us on 0203 911 9710 or you can email us at You can also download our Regulation & Compliance services brochure by clicking on the link below.

How we can help

We will advise and guide the firm on how to resolve the compliant without causing further escalation and what action the firm should take if needed. We will work in tandem with the firm ensuring the firm is protected at all times and taking action that is both justified and proportionate.

Complaint Management Services

Our complaint management service provides firms with an effective outsource solution that enables complaints to be addressed quickly, with impartiality and resolved in the most effective manner.

Our services include:

  1. Implementing a complaint policy including guidance to staff on action to take when receiving a complaint and reporting requirements
  2. Maintenance of a complaint register
  3. Management of the complaint register
  4. Handling and management of complaints either directly from the client or via the Legal Ombudsmen
  5. Training to staff on complaint avoidance
  6. Training for managers on complaint management
  7. Reporting on complaints as part of a compliance structure

Our complaint management services are aimed to provide firms with an alternative solution to the management and control of complaints internally and ensures there is an impartial approach that minimises impact on fee earners time.

For more details on each of the compliance services we provide please click on the links below.

Codes of Conduct inc COLP & COFA   

Anti-Money Laundering 

Firm and File Audits

New Law Firm and ABS Applications 

Risk Management 

Complaint Management

Compliance Management Service

Compliance Administration Service   

SRA Investigations

Professional Indemnity & Renewals

Office Manual (inc quality kitemarks)

Drafting and Documents

Training and Development

Partnership & Shareholder Agreements

Succession & Exit

Closure of a Law Firm

Data Protection & GDPR



For more information about our Complaint Management service you can call us on 0203 911 9710 or you can email us at

Let's talk about how we can help

Get in touch - call us on 0203 911 9710 or complete the form.
Tell us what you need or ask us a question, we'd love to discuss your business.

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