Tips for complaints handling

12 January, 2015

TIPS FOR AVOIDING COMPLAINTS

DO

• Maintain regular communication with other interested parties, such as the lawyer on the other side of the transaction, especially when a transaction is subject to delay which is beyond your control.  A formal complaint could be avoided simply by explaining why there is delay and the actions you are taking to try to achieve resolution.
• Be clear in all your communications.  If you cannot release information, or reply to a request, explain why

DO NOT

•  Ignore any expression of dissatisfaction
• Fail to respond to communications.  A significant proportion of the conduct complaints received by the CLC relate to a licensed conveyancer failing to keep a lawyer on the other side of a transaction informed or updated.

TIPS FOR RESPONDING TO COMPLAINTS

DO

• Accept that the complainant may have a grievance, however unjustified you may think it is.
• Think about how you are going to respond – take time to reflect – remember that for complaints accepted for investigation by CLC, a copy will be sent to the complainant and a copy could to be placed before the Adjudication Panel if the matter is referred to the Panel.
• Try to be objective.
• Address all the issues raised – however minor.  The CLC Complaint form requires the complainant to list each head of complaint.  It is suggested your response follows this format and you address each complaint raised.
• Avoid raising other issues.
• Respond in a clear logical manner.
• Keep to the point.
• Even though the complaint may relate to events beyond your control, explain what happened and what action you took.
• If you realise that an error has been made, consider how you could work towards resolving it

DO NOT

• Rush a response which you may later regret.
• Be defensive.
• Personalise your response