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Vol 23 No 5 May/June 2018

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A Solicitor's Guide to Complaints Avoidance and Handling 2nd ed

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ISBN13: 9781858113289
ISBN: 1858113288
Previous Edition ISBN: 185811280X
Published: December 2004
Publisher: XPL Law
Country of Publication: UK
Format: Paperback
Price: £48.00

In stock.

Never before, in the legal profession, have the issues of client care and client complaints assumed such a high profile as it does at present. It is, therefore, surprising that, at a time when the subject is receiving constant publicity and the profession are being continually urged to become ever more client, or customer, focused, there is no text on those subjects to which a solicitor can turn for guidance. This publication seeks to remedy the defect.

The new edition covers recent reforms to the system, including the new complaints authority, as well as a thorough review of the text.

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Legal Practice Management
Avoiding Complaints
Characteristics of a complaint
Causes of a complaint
Costs Information
Delay and failing to keep the client informed
Poor communications
Complaints 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
Practice Rule 15 and other issues
Specimen complaints procedures: small, medium and large firms