We recommend that a robust complaints handling process should cover the following six universally-accepted principles – please read on for more practical tips on how to implement them.
A good complaints process should be
- User focused
- A tool for learning and improvement
Principle 1 - An accessible process
The Act governing legal complaints [The Legal Profession and Legal Aid (Scotland) Act, 2007] defines a complaint as “any expression...
Principle 2 - A User-focused process
Complaints are stressful for both you and the complainer. Even if your process is clear, many complainers still find it...
Principle 3 - A timely process
A complainer must allow a firm at least 28 days to consider their complaint, so we suggest that you should...
Principle 4 - An objective process
We’ve already emphasised how important it is to be transparent about your firm’s policies and how you will look into...
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...
Principle 6 - Learning from complaints
Complaints are a positive tool to drive improvement, not only in regard to specific issues raised by complainers directly, but...