Improve your complaints process - statutory guidance
This statutory guidance will help you to:
- Develop and implement an effective complaints policy which will also include:
- Recognising complaints at an earlier stage
- Supporting your staff in dealing with complaints
- Using complaints as a tool for learning and future improvement
Is your complaints process up to scratch? Part of our remit is to produce statutory guidance to help firms meet best practices and achieve the best possible outcomes. This section helps you think about how you might need to improve your policy and processes. You will find out further information on this topic in our six principles of good complaints handling. The navigation helps you choose particular topics, and you can also download a complete guide for your future reference.
Guidance for solicitors
The main guidance is below, but we also have a PDF copy in case you would rather download it.
Introduction to this guidance
How do the Law Society Rules and Guidance link together?
Why use this Guidance?
6 principles of good complaint handling
The Complaints Levy
improve-your-complaints-process-slcc-statuory-guidance.pdf
Download improve-your-complaints-process-slcc-statuory-guidance.pdf PDF
325kb
Guidance for advocates
Here is our guidance for advocates.
Best Practice in complaint handling - for advocates
Download Best Practice in complaint handling - for advocates PDF
171kb