Outsourced Complaint Handling for Law Firms

Managing complaints can be time-consuming and sensitive, particularly when internal resources are limited or an independent perspective would help. Legal Eye provides a flexible outsourced complaint handling service for law firms. We can manage complaints on a fully outsourced basis or support your firm with individual complaints as they arise.

Discuss Your Complaint Handling Needs

Why effective complaint handling matters

Effective complaint handling can help protect client relationships, maintain confidence in your firm and turn valuable feedback into practical service improvements. When complaints are not addressed clearly and promptly, they can become more difficult to resolve and may result in reputational or regulatory risk.

For SRA-regulated firms, the SRA Code of Conduct requires clients to be informed about their right to complain and how their complaint will be handled. Complaints must be dealt with promptly, fairly and free of charge. The Legal Ombudsman’s good complaints-handling guidance also emphasises the importance of an effective first-tier complaints process and resolving concerns at the earliest opportunity.

It can also help your firm identify recurring issues in day-to-day practice and take action to prevent similar complaints in the future.

How we can support your firm

Our complaint handling service can include:

An independent review of the complaint and relevant matter file.
A review of correspondence, supporting evidence and the firm’s complaints procedure.
Consideration of applicable regulatory requirements and the Legal Ombudsman Scheme Rules.
Preparation of a clear and balanced draft response for the firm to review, approve and issue to the complainant.
Identification of recurring issues, risks or service weaknesses.
Practical recommendations to help reduce the risk of similar complaints arising.
Remote or on-site support, depending on your firm’s requirements.

Complaint Handling Toolkit:

Review or drafting of the firm’s complaints policy.
Review or drafting of the internal complaint handling procedure.
A structured agenda and minutes template for quarterly complaint review meetings.
A complaints-recording tool to capture key information, support reporting and identify trends.

How our outsourced complaint handling service works

Meet members of our complaint handling team

Our complaint handling team brings together experienced legal-sector compliance professionals who understand both the regulatory requirements and the practical challenges involved in resolving client complaints. Learn more about the qualifications and experience of two members of the team: our Head of Risk and Compliance and Senior Compliance Advisor.

The team’s independent and methodical approach helps firms assess complaints objectively, prepare clear draft responses and identify practical improvements that may reduce the risk of similar issues arising in the future.

Complaint handling training

Legal Eye can also provide practical complaint handling training for your team, covering complaint identification, communication, recording, reporting, service recovery and reputational risk. More information can be found here: Complaints Handling Training For Law Firms | Legal Eye