Law Society launches new complaints management practice note

10 April 2008

The Law Society is boosting excellence in client care and complaint management by issuing a new practice note today.

The practice note outlines good practice in client care to help solicitors increase client satisfaction, promote their practice in the competitive legal services market, lower their insurance premiums, demonstrate their professionalism and enhance the reputation of the profession.

The initiative is aimed at supporting solicitors to deliver a more client focused service and highlights the Law Society’s commitment to help solicitors achieve good practice in complaints handling.

The move coincides with a decision by the Legal Complaints Service [LCS] to consult on whether they should start publishing the complaints records of solicitors who are found to have provided inadequate professional service.  They say they are doing this to support solicitors to improve their client care.

Des Hudson, Law Society Chief Executive says: "The Law Society has a different view of how one actually supports a solicitor to improve their performance.   We do not name and shame them. We give them real tools which demonstrate good practice and provide them with training."

“Not only has the LCS not provided any evidence to demonstrate that it is effective within a professional context, the move will apply to only a small number of firms so will not really assist clients in picking between most firms. “

These initiatives build upon the existing Law Society services provided to solicitors to pursue excellence in client care including, Lexcel practice management standard, Law Management Section services, and the Law Society Excellence Awards.