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Do you manage client complaints as well as you could?

By Alex von der Heyde, Managing Director, Esterase

18 November 2014

No matter the size of your firm, receiving a complaint from a client can be time consuming, costly, frustrating and stressful. There is also the added worry of the client being unhappy with your investigation and going to the Legal Ombudsman (LeO). This will involve you in yet more lost time and cost.

Getting a complaint is never a pleasant experience. At Esterase, we provide a unique complaints management service for legal practices and so we see many such reactions. However, you have an obligation to deal with any complaint made, so no matter how frivolous you may think it is, time and resources have to be devoted managing it.

Complaints are sometimes thought of as not being as important as fee-earning work. This can be a very costly mistake for your firm. Dealing with complaints in a prompt and appropriate manner is crit...

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