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Vol 23 No 3 March/April 2018

Book of the Month

Cover of Scamell and Gasztowicz on Land Covenants

Scamell and Gasztowicz on Land Covenants

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Secondhand & Out of Print

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This book is now Out of Print.
A new edition has been published, the details can be seen here:
A Solicitor's Guide to Complaints Avoidance and Handling 2nd ed isbn 9781858113289

Complaints Avoidance and Handling

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ISBN13: 9781858112800
ISBN: 185811280X
New Edition ISBN: 1858113288
Published: June 2001
Publisher: EMIS Professional Publishing
Country of Publication: UK
Format: Paperback
Price: Out of print

Never before, in the legal profession, have the issues of client care and client complaints assumed such a high profile. This volume seeks to provide information on those subjects for solicitors. It covers the areas of as avoiding complaints, handling complaints, client care, Practice Rule 15 and offers specimen complaints procedures for different sized companies.

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Avoiding complaints: characteristics of a complaint; causes of a complaint - managing expectations; use of jargon; costs information; delay and failing to keep the client informed; poor communications; complaint in individual disciplines - civil litigation, family, conveyancing, probate, crime. Handling complaints: identifying the problem; why bother? the reasons why; service or negligence avoidance?; first steps; practical steps; golden rules. Client care: preliminary issues and practical steps; implementing a policy. Practical rule 15 and other issues. Specimen complaints procedures - small, medium and large firms. (Part contents).