Second Edition
Michael Frith, LlB, Solicitor, former Compliance Officer, The Law Society

Never before, in the legal profession, have the issues of client care and client complaints assumed such a high profile as it does at present. It is, therefore, surprising that, at a time when the subject is receiving constant publicity and the profession are being continually urged to become ever more client, or customer, focused, there is no text on those subjects to which a solicitor can turn for guidance. This publication seeks to remedy the defect.

The new edition covers recent reforms to the system, including the new complaints authority, as well as a thorough review of the text.

Contents include:
· Avoiding Complaints:
o Characteristics of a complaint
o Causes of a complaint - managing expectations and
o Use of jargon
o Costs Information
o Delay and failing to keep the client informed
o Poor communications
o Complaint in individual disciplines: civil litigation, family, conveyancing, probate, crime
· Handling complaints
o Identifying the problem
o Why bother? The reasons why.
o Service or negligence avoidance?
o First steps
o Practical steps
o Golden rules
· Client care
o Preliminary issues and practical steps
o Implementing a policy
· Practice Rule 15 and other issues
· Specimen complaints procedures: small, medium and large firms