Complaints are a business risk that cannot be avoided completely. It is a regulatory requirement to have a complaints handling procedure but it makes business sense that they be handled and managed effectively.

There are two key components to an effective Complaints Procedure:

1. •

   an external, client-facing complaints policy—see Precedent: External complaints policy—law firms

2. •

   an internal complaints handling procedure through which complaints can be received, recorded, investigated and resolved—see Precedent: Internal complaints handling procedure—law firms

This Practice Note explains how to devise and implement complaints handling procedures, incorporating best practice guidance from the Legal Ombudsman (LeO). For the regulatory Requirements relating to handling complaints, see Practice Note: Complaints—law firms.