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home > complaints procedure Client Care Procedure
IN THE EVENT OF A COMPLAINT TO SFE OFFICE
- Notify the client that if they haven’t already had sight of the member firm’s client care/complaints handling procedure, they are entitled to do so.
- If the client is unable to obtain a copy of the procedure, by way of guidance send them a copy of the client care procedure seen below.
- Record centrally:
- The name of the firm and the lawyer(s) involved
- The name of the complainant
- The nature of the claim
- The date on which the complaint arose
THE CLIENT CARE PROCEDURE
Each member’s firm will have their own complaints handling procedure. However, for ease of reference, the following are the basic elements, which should be included:
- Clients should be told that if they have any problem with the service provided, they should make it known.
- Clients should be told whom to inform in the event of such a problem. This may be the fee earner handling the case. It may be the senior partner, principal with overall responsibility for the matter or another person within the practice nominated for the purpose. It could be someone outside the firm altogether.
- The procedure should ensure that any complaint is investigated promptly and thoroughly, that an explanation of the investigation is given to the client and any appropriate action taken.
- Clients should be given details in writing of the firm’s response to the complaint. If the client is not satisfied (or if there is any doubt) the client should be given information about the Office for the Supervision of Solicitors (OSS). (The OSS can supply leaflets for this purpose).
IN THE EVENT OF A COMPLAINT, WHAT WILL SFE DO?
SFE member firms should follow a complaints handling procedure containing the elements set out above and therefore SFE’s main function will be as a liaison point for the client and/or referrer.
However, if after following the firm’s complaint handling procedure, the complaint remains unresolved and the referrer remains dissatisfied with the firm’s conduct, then SFE Complaints Administrator will:
- Inform SFE Chair of the incident concerned
- The Chair will seek a detailed report of the matter from the firm
- The Chair will use best endeavors to find an amicable solution; failing this, he/she will:
- Report to the Disciplinary Sub-Committee for them to identify the appropriate course of action to be taken.
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