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Complaints Procedure | LPC Help

517 words (2 pages) LPC Help Guide

1st Jun 2020 LPC Help Guide Reference this In-house law team

6.4 Complaints Procedure

Our experts have prepared these LPC notes on complaints procedures at law firms for you. If you would like one of our LPC-qualified experts to prepare a fully custom essay or an LPC coursework assignment for you, click here to place your order. Our LPC-qualified team can also draft clauses and contracts for you.

Rule 2.05 of the Solicitor’s Code of Conduct Rules 2007, specifies what the client should be told in terms of the procedure for handling complaints:

2.05 Complaints handling

  • (1) If you are a principal in a firm you must ensure:
    • (a) that the firm has a written complaints procedure and that complaints are handled promptly, fairly and effectively in accordance with it;
    • (b) that the client is told, in writing, at the outset:
      • (i) that, in the event of a problem, the client is entitled to complain; and
      • (ii) to whom the client should complain;
    • (c) that the client is given a copy of the complaints procedure on request; and
    • (d) that once a complaint has been made, the person complaining is told in writing:
      • (i) how the complaint will be handled; and
      • (ii) within what timescales they will be given an initial and/or substantive response.
  • (2) If you can demonstrate that it was inappropriate in the circumstances to meet some or all of these requirements, you will not breach 2.05.
  • (3) You must not charge your client for the cost of handling a complaint.

All solicitors must bring this procedure to the attention of their client’s so that they are clear on how to proceed should they have cause for complaint.

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