Best Practice Blog
Welcome to our blog where we share articles for the profession on best practice in complaint handling.
Charging for complaints - why you shouldn't do it
We’ve recently seen several Terms of Business or letters that indicate an intention to charge a “levy”, a flat fee or time-charge for dealing with any complaints which are not upheld. Why do we suggest that none of these examples is good practice?
The benefits of an accessible complaints process
“Why doesn’t the SLCC charge a (potentially refundable) fee for making a complaint?” That question came up a few times in our recent Survey. Many practices of all sizes and locations believe that some clients (or third parties) complain “simply because they can”.
SLCC report on engagement with the profession
As well as dealing with complaints, we provide a best practice service for legal practitioners. We hold data on around 15,000 complaints and we want to build a culture of learning so that common problems can be avoided.
Be clear, open and transparent with customers from the start
This article was first published in The Scotsman on 11 July 2022
Embracing consumer rights is good for business
This article was first published in The Scotsman on 16 May 2022
Listening and learning is the most important thing to do
This article was first published in The Scotsman on 21 March 2022
Early Resolution - are you missing an opportunity?
In the past few months we've been focussing on the early resolution of complaints. In this article for our newsletter, Susan Williams outlines the benefits.