Second EditionMichael Frith, LlB, Solicitor, former Compliance Officer, The Law SocietyNever 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: oCharacteristics of a complaintoCauses of a complaint - managing expectations and oUse of jargonoCosts InformationoDelay and failing to keep the client informedoPoor communicationsoComplaint in individual disciplines: civil litigation, family, conveyancing, probate, crime Handling complaintsoIdentifying the problem oWhy bother? The reasons why.oService or negligence avoidance?oFirst stepsoPractical stepsoGolden rules Client careoPreliminary issues and practical stepsoImplementing a policy Practice Rule 15 and other issues Specimen complaints procedures: small, medium and large firms
|Book:||A Solicitor's Guide To Complaints Avoidance And Handling|
|Number of Pages:||160|
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