Managing Client Complaints

Table of Contents

• What are the SRA requirements regarding client complaints?
• How can I deal with client complaints informally?
• How Nexa Law can help you manage client complaints

What are the SRA requirements regarding client complaints?

Under Rule 2.1 of the SRA’s Transparency Rules:

“An authorised body, or an individual practising in the circumstances set out in regulation 10.2(b)(i) to (vii) of the SRA Authorisation of Individuals Regulations, must publish on its website details of its complaints handling procedure including, details about how and when a complaint can be made to the Legal Ombudsman and to the SRA.”

One of the key advantages of joining an SRA regulated New Model Law Firm is that they will have a complaints procedure in place that fully complies with Rule 2.1. However, it is always best practice to try and resolve an unhappy client’s concerns before they resort to a formal complaint.

How can I deal with client complaints informally?

Prevent complaints from occurring

Some of the most common complaints about lawyers include:

• Not returning phone calls or emails.
• Failing to update the client on how their matter is progressing.
• Rudeness.
• Being asked for payments upfront and then not hearing back for weeks.
• Mistakes causing delays, with no communication regarding the issue.

To mitigate these risks, ensure you have clear processes in place regarding client communication and support.

Ask for regular client feedback

Consistently checking in with clients can help identify frustrations before they escalate into complaints.

Carefully consider negative client messages

Before responding to a complaint, take a step back and assess the situation. Seek advice from colleagues if necessary and avoid sending an emotionally charged response.

If you made a mistake, acknowledge and rectify it

Clients appreciate honesty and accountability. If an error has occurred, admit it, apologise, and work to resolve the issue promptly.

How Nexa Law can help you manage client complaints

Nexa Law is fully regulated by the SRA and offers extensive support for legal consultants, including assistance with billing, administration, IT, and marketing. This allows you to focus on client care and delivering excellent legal services, reducing the likelihood of complaints.

If you’re considering launching your own legal practice, please get in touch. We’d love to hear about your ambitions and explain how we can support them.

Schedule a call on +44 (0)3300 24 24 20 or fill in our contact form.

We look forward to celebrating your success.