Complaints Handling Toolkit

Vicky Risk and Compliance Service, Ling, Westwood (Autoren)

Media-Kombination

112 Seiten

2014
The Law Society
978-1-907698-67-5 (ISBN)

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Legal practices have much to gain from minimising and dealing effectively with complaints, including: - Improved client care - Increased client satisfaction - Decreased risk of complaints - Reduced risk of subsequent fines - Less time spent dealing with complaints Also, to comply with Chapter 1: Client Care of the SRA Handbook all legal practices must have a written procedure which ensures that complaints are dealt with promptly, fairly, openly and effectively. The Complaints Handling Toolkit is designed to help practices implement best practice and meet their regulatory requirements. It provides draft policies, procedural checklists and other useful templates that you can use to supplement your existing complaints procedure or to create a new one.
Here is a sample of just some of the templates you can access through the Complaints Handling Toolkit: - Written complaints policy - Written complaints procedural checklist - Sample complaints form - Letter acknowledging complaint - Letter of apology - Complaints training policy for staff - Self-audit checklist - Referral letter to the Legal Ombudsman - Template annual complaints report All of the templates are provided on the book's accompanying CD-ROM so you can customise them as needed.

1. Introduction; 2. Regulatory requirements; 3. Client care; 4. Training; 5. Complaints handling; 6. Recording and reporting complaints; 7. Sources of guidance and support.

Erscheint lt. Verlag	24.10.2014
Verlagsort	London
Sprache	englisch
Maße	172 x 246 mm
Themenwelt	Recht / Steuern ► EU / Internationales Recht
Themenwelt	Recht / Steuern ► Privatrecht / Bürgerliches Recht ► Berufs-/Gebührenrecht
ISBN-10	1-907698-67-1 / 1907698671
ISBN-13	978-1-907698-67-5 / 9781907698675
Zustand	Neuware