Principle 5 - Focus on resolution
When you take the opportunity to summarise how you will look into the complaint, you should explore what could resolve the concerns. That might be an apology, confirmation that you will improve a practice, clearer explanations, or asking another solicitor to complete the work. A complainer expects any actual or emotional loss to be acknowledged and put right.
The fifth important part of handling complaints well is focusing on finding solutions. Assure the person with the complaint that you are taking their concerns seriously. Ask the right questions so you understand what they want and see if you can figure outa way to make it happen, even if you don't agree with everything they're saying. If you think there was a misunderstanding, use plain language to explain what actually happened. If you could have handled things better, be willing to admit it. Always use clear, respectful and neutral language. If there's a way to fix the problem, explain it clearly and if the complainer agrees, take action quickly. If they still don't agree with your suggestions, tell them they can approach the SLCC. For further information, go to our website or our social media channels.
Whatever your internal processes are for deciding on redress, a user-focused and personalised process should allow you to explore different options that will satisfy the complainer. Even if you were not able to control a situation, such as a delay, think about whether you had properly managed the complainer’s expectations and kept them advised.
A focus on resolution could incorporate the following steps:
- Assure the complainer that their complaints have been taken seriously
- Explain your decision in clear, neutral and respectful language. The complainer might not have understood the original correspondence, so it can help to paraphrase or explain any quotations that you include
- Be prepared to explore resolution opportunities even if you don’t fully agree with the complainer; in most cases a situation could have been better managed
- Set out any resolution proposals clearly, making any conditions and dates for acceptance very clear
- Action any resolution agreements promptly
- If you don’t think that resolution is appropriate, explain why, keeping the language neutral and respectful
- Signpost the complainer to the SLCC
Remember that even if the complaint is referred to the SLCC, you can continue to discuss resolution with the complainer, or via the SLCC staff