When clients are dissatisfied.
WHY IT MATTERS
Complaints handled badly become regulatory matters and claims.
WHAT COMPLAINTS TYPICALLY CONCERN
Fees Delay and unresponsiveness Outcome not as expected Being kept uninformed Errors
WHY FEES AND COMMUNICATION DOMINATE
Both are avoidable, and both reflect expectations not managed.
WHAT TO ESTABLISH
A complaints procedure, and tell clients about it.
WHY TELL THEM
Professional rules frequently require it, and it keeps complaints internal.
WHAT THE PROCEDURE SHOULD PROVIDE
Who receives complaints How they are acknowledged and within what period How they are investigated When a response will be given What the client may do if unsatisfied
WHAT TO DO ON RECEIVING ONE
Acknowledge promptly Have it handled by someone other than the person complained about Examine the file Respond fully
WHY SOMEONE ELSE
Self-investigation is not accepted and it is rarely objective.
WHAT TO ESTABLISH
What actually happened, from the file.
WHAT TO DO IF THE COMPLAINT IS JUSTIFIED
Acknowledge it, remedy it, and say what has changed.
WHY
It resolves most complaints and it prevents escalation.
WHAT TO DO ABOUT FEE COMPLAINTS
Explain the work, and consider whether the fee was reasonable.
WHY CONSIDER IT
Fees that cannot be justified should not be pursued.
WHAT TO AVOID
Defensiveness Delay Treating the complaint as an attack
WHAT TO RECORD
Every complaint, its handling and outcome.
WHAT TO ANALYSE
Causes across complaints.
