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First tier complaints handling—SRA/LeO research published

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Published on: 19 December 2017
Published by a LexisNexis Practice Compliance expert

Table of contents

  • Areas of concern
  • Good practice
  • Recommendations for firms
  • Next steps

Article summary

Practice Compliance analysis: The SRA and the Legal Ombudsman (LeO) have published the results of a jointly-commissioned in-depth independent research project into the experience of people making complaints about solicitors’ legal services. Overall, the research found that good complaint handling has a role in improving standards of service and that many firms could better manage consumer expectations by providing clear and timely information.

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Jurisdiction(s):
United Kingdom

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