Third Party Complaints
Whilst every firm is required to have a complaints procedure for clients, this will not be appropriate for dealing with complaints from people who are not clients of the firm. You need to consider therefore how and in what circumstances it is necessary to respond to third party complaints. These can be time consuming and will very rarely be chargeable to a client and your goal is therefore to close them down quickly and effectively.
This session is aimed at those responsible for general complaints handling and who may also be required to deal with third party complaints; this can vary from practitioners within the compliance team or senior personnel to fee earners in litigation, family matters or debt collection; legal areas in which discontent can generated on the other side particularly if they have been unrepresented.
Katie Jackson of Honne Ltd. will provide viewers with guidance on how to balance the role of doing the best for your client in accordance with other objectives in the SRA Handbook such as treating representative parties fairly and remaining courteous and professional at all times.
This is a practical session and includes training notes and template letters which viewers can use to effectively close complaints or explain the role of the solicitor in greater detail, as required.
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