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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 both UK based and international 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. We have offices situated in and around the United Kingdom, with our head office based in central London. Get in touch with our team of experts today for more information.  

Find out more

For more information about our Compliance Services you can call us on 0203 911 9710 or you can email us at info@thestrategicpartner.co.uk. 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. - Read our article, The Need for Efficient Complaint Handling Procedures 

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.

Our Compliance and Regulation Services 

For more information on all of our compliance and regulation services, please click on the links below:


Codes of Conduct

Specialist services designed for law firms, to assist with all areas of regulation, inc, COLP & COFA.

Anti-Money Laundering

We will work with your firm to ensure it has a full understanding of the requirements of the AML and related legislation.

Firm and File Audits

We have the expertise to provide firm wide audits and regulation advice across all areas of the practice.

New Law Firm & ABS Applications

We assist individuals and firms with making new law firm and ABS applications for all structure types.

Risk Management

At The Strategic Partner we work with law firms to establish a robust risk management strategy that covers both insurer and regulatory obligations.

Complaint Management

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..

Compliance Management

Our services ensure that a firm’s compliance officers can achieve peace of mind knowing that the policies and procedures adopted by the firm ensure the firm is compliant and that it will stay compliant.

Compliance Administration

The Strategic Partners Compliance Administration Service was developed at the request of our member law firms.

SRA Investigations

If your firm expects or has received a notification of investigation or the SRA have arrived at the firm our team are available to assist you.

SRA Interventions

If your firm expects or has received a notification of investigation or the SRA have arrived at the firm our team are available to assist you

Solicitors Disciplinary Tribunal

Whether you have received notification of investigation or the investigation has been concluded and a referral to the Solicitors Disciplinary Tribunal has been made it is advisable to seek expert advice and guidance.

Professional Indemnity Renewal

We work with both the Insurers and law firms providing risk guidance and risk reviews that are used for the purpose of the insurers considering the risk and premiums and in more serious cases whether to offer renewal terms.

Office Procedures Manual

We work with firms to create and maintain their office manuals, including firms with or without Lexcel and other quality kitemarks such as CQS, WIQS and legal aid franchises.

Procedure & Documents Drafting

At the Strategic Partner we work with firms to ensure they have documentation that is bespoke to them and reflects what they do in practice.

Training & Development

The Strategic Partner have developed training which can be delivered to firms and their staff to ensure there is a full and thorough understanding of the issues that firms face when managing risk and compliance and what their role is.

Partnership & Shareholder Agreements

We can assist with drafting and agreeing new partnership and shareholder agreements, reviewing and renewing existing agreements and partner and director disputes.

Succession & Exit Plans

The Strategic Partner can work with firms to develop succession and exit plans that achieve the goals of the current partners, further develop training and mentoring of future the Partners.

Orderly Closure of Law Firms

The strategic Partner works with firms to ensure that closure is undertaken on an orderly basis and where that is simply not possible due to sudden or financial issues, we will work with the firm to minimise negative impact wherever possible.

Data Protection & GDPR

Due to the nature of how law firms operate, the management, control and protection of data is an essential element of a firm compliance and regulation strategy.

Membership

Our membership provides firms with a range of benefits, discounts, updates and interaction all focussed on bringing value to your firm.

 

Enquiries

For more information about our Complaint Management service you can call us on 0203 911 9710 or you can email us at info@thestrategicpartner.co.uk.

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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