The Legal Services Board publishes new report on complaint handling with consumers

The Legal Services Board have published new research on the challenges faced by consumers when complaining about legal services, with recommendations for improvements.

The report makes several recommendations including suggestions such as:

  • a ‘Welcome Pack’ to share with clients at the beginning of a relationship;
  • building the collection and monitoring of feedback into business as usual;
  • presenting complaint information in a more innovative way, for example with videos, animations, and diagrams rather than text explanations; and
  • delivering customer service training for staff.

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