Deputy EditorSolicitors Journal

Law firms improve complaints handling

Law firms improve complaints handling

The Solicitors Regulation Authority (SRA) has reported that law firms appear to be getting better at resolving complaints.

The Solicitors Regulation Authority (SRA) has reported that law firms appear to be getting better at resolving complaints.

Figures published by the regulator this week revealed that four out of five complaints (81 per cent) were successfully resolved internally by firms themselves last year, compared with 71 per cent in 2012. 

Overall there has been a slight increase in complaint levels within the profession, with the SRA being notified of 28,113 complaints made to firms in 2018.

Since 2012, when 26,570 complaints were made, the number has risen gradually by an average of 250 complaints a year.

There is clear evidence that consumers’ awareness of their rights and firms’ work in raising awareness of their complaints procedures has contributed to the increase.

The percentage of people who said they were unhappy but didn’t complain fell from 49 per cent in 2017 to 35 per cent in 2018.

More than half of firms (55 per cent) said it was important to train staff to respond to dissatisfied clients before they complain. Most complaints received by firms were about delays, advice or costs.

Publishing year-on-year industry complaints data was one of the key commitments the SRA made when it introduced its new transparency rules in December 2018. 

Released alongside the complaints statistics, was a report into Standards of Service within the profession. 

This report highlighted that most people (88 per cent) were satisfied with the service they received from solicitors and two-thirds (65 per cent) said they felt solicitors offered good value for money.

While solicitors increasingly acknowledge the importance of offering good customer service there are differences in what factors the public and professions think are most important in achieving this.

For example, while half of customers said they would highly value being provided a clear explanation of legal processes, only 23 per cent of firms thought this important to provide.

SRA chief executive Paul Philip (pictured) said: “People expect businesses to provide them with high levels of customer service on a day-to-day basis.

“The public don’t just want positive legal outcomes, they want to be treated fairly and kept well informed at all stages of dealing with a law firm.

“Nowhere is this more important than when handling with complaints. By being open and constructive, firms can not only resolve issues quickly, but enhance their relationship with their client. This makes good business sense for everybody.”

AdvertisementAdvertisementAdvertisementAdvertisementAdvertisementAdvertisement
Latest News

UN and coalition of NGOs write to Unilever to voice deep concern regarding victims of violence at Unilever tea plantation

Tue Sep 26 2023

Live Facial Recognition: How to Stay Within the Law

Tue Sep 26 2023

Ethics Institute launches taskforce to examine legal services to oligarchs and kleptocrats

Mon Sep 25 2023

Legal Departments See Higher Matter Volumes but Flat or Declining Budgets: Thomson Reuters 2023 Legal Department Operations Index

Mon Sep 25 2023

More Than 200 Employers Named And Shamed For Failing To Pay National Minimum Wage

Mon Sep 25 2023

Browne Jacobson collaborates with LGiU on report highlighting “critical” role of local government to hit net zero

Fri Sep 22 2023

BSB publishes new guidance on barristers’ conduct in non-professional life and on social media

Fri Sep 22 2023

The Chancery Lane Project expands to the USA

Thu Sep 21 2023

Delay in Final Report of the Infected Blood Inquiry

Thu Sep 21 2023
FeaturedThe Pre-Action Protocol review final report – full steam ahead?
The Pre-Action Protocol review final report – full steam ahead?
New report highlights the transformative effects of domestic abuse training on family lawyers
New report highlights the transformative effects of domestic abuse training on family lawyers
Asylum seekers stranded on Diego Garcia win challenge against return to Sri Lanka
Asylum seekers stranded on Diego Garcia win challenge against return to Sri Lanka
A solicitor’s stance on EDI in the workplace
A solicitor’s stance on EDI in the workplace
SJ Interview: Hannah Ambrose
SJ Interview: Hannah Ambrose
Whose human rights are more important, yours or mine?
Whose human rights are more important, yours or mine?