This eLearning course is designed specifically for law firms and legal professionals regulated by the Solicitors Regulation Authority (SRA), providing comprehensive training on complaint handling within the legal sector. Effective complaint handling is both a regulatory requirement and a fundamental aspect of maintaining client trust and professional reputation.
The course begins by defining what constitutes a complaint in a legal context and explains the SRA's regulatory expectations around complaint handling, including the requirements set out in the SRA Code of Conduct. It covers the specific procedures that must be followed, including acknowledging complaints promptly, investigating them thoroughly, and providing a substantive response within the required timeframes. The training explains the role of the Legal Ombudsman (LeO) and the circumstances in which clients can escalate their complaint.
The course addresses best practice in complaint handling, including the importance of empathy and objectivity, thorough investigation of the issues raised, and fair and proportionate resolution. It covers common pitfalls in complaint handling and how to avoid them, as well as the importance of learning from complaints to improve service quality. The training also addresses the specific SRA requirements around complaint handling policies and procedures, including the requirement to display details of the firm's complaint procedure.
Upon completion, legal professionals will understand their complaint handling obligations, be able to manage complaints effectively from receipt to resolution, and contribute to a culture of continuous improvement within their firm. The course supports compliance with SRA requirements and helps protect both clients and the firm.
