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Complaint Management Service

At The Strategic Partner, we have experienced complaint managers to handle all types of complaints including:

  • Complaints made against the Firm by clients.
  • Complaints made against the Firm by other parties.
  • Legal Ombudsman Complaints about service.
  • SRA Complaints made against:
    • The Firm.
    • An Individual in the Firm.

The assistance of an external expert who specialises in the handling, management and resolution of complaints is both a cost-effective and focused way of ensuring any complaints received by your firm are resolved effectively and offers a real advantage when demonstrating robust management of the firm to your Professional Indemnity Insurers at the time of renewal.

Law Firm Compliance

The Service

Whether handling a complaint as a one-off solution or as part of an ongoing contractual relationship, the Strategic Partner can assist.

Our Complaint Management Services provides firms with an alternative solution to the need to respond to, manage and control complaints internally, freeing up the Complaints Partner whilst still maintaining control, and ensures there is an impartial approach that minimises impact on the firm.

Complaint Management for Law Firms

Individual Complaints:

If you are seeking external support for an individual complaint, you can instruct the Strategic Partner on a one-off basis, and we will act to investigate that complaint for your firm. The process will involve:

  1. Initial instruction and guidance
  2. Review of the file and complaint
  3. Initial report to the firm
  4. Initial contact with the client/complainant
  5. Complaint investigation
  6. Draft response
  7. Final response

 Should the matter proceed to the Legal Ombudsman we can also handle that for you.

Our charges for individual complaint handling are £80 per hour for a Compliance Manager and £150 an hour for a Compliance Director (the latter would only tend to be used for the more serious complaints.

For SRA complaints/investigations the charges are different, see our SRA investigation service.

 

Outsourced Complaint Management Service:

The Complaint Management Service is designed to provide firms with a solution that operates impartially and independently but always in the best interests of the firm and its clients. Our service covers the initial intimation of a complaint, the investigation and liaison with the firm and client through to the final resolution, including:

  1. Implementing a complaint policy, including guidance to staff on actions to take when receiving a complaint and reporting requirements.
  2. Maintenance of a complaint register.
  3. Management of the complaint register.
  4. Compliant Handling:
    1. Initial instruction and guidance
    2. Review of the file and complaint
    3. Initial report to the firm
    4. Initial contact with the client/complainant
    5. Complaint investigation
    6. Draft response
    7. Final response
  5. Training provided to staff on complaint avoidance.
  6. Reporting on complaints as part of the firm’s compliance structure.

If your Firm would prefer an integrated solution for complaint management rather than instruction on a one-off basis, the fees will be:

£1500 per annum for management of 1, 2, 3, 5, 6 above and for number 4 £80 per hour for a Compliance Manager and £150 an hour for a Compliance Director (the latter would only tend to be used for the more serious complaints.

Is your firm compliant?

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Get in touch

Contact our Compliance or Consultancy Team

Northern Office  |  Midlands Office  |  Southern Office