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It isn't too late to say sorry: Complaint handling for legal professionals

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Law in a nutshell

Complaints are a waste of everyone’s time and resources, both the client and the solicitor. But lawyers can’t avoid them. Regulators insist that you have a documented complaints handling procedure. But successfully resolving complaints involves so much more than mechanically following a bullet-point set of steps.

What's covered?

What the SRA requires, approaches to handling complaints in practice and relevant resource examples.

Estimated length

20 mins

Recommended knoweldge level  

All levels

Knowledge check

3 questions at the end to check your understanding