Law firms need to adopt more customer focused approach
Only one in eight dissatisfied clients of the legal profession goes on to make a formal complaint, because they are uncertain about how or where to complain and whether complaining is worth the effort, according to research published last week by the Office of Fair Trading (OFT).
It highlighted the fact that the consumer is often asked to distinguish between complaints about the service provided or the conduct of the provider before directing it to the appropriate body, and that complaints about conduct can be sent to one of 10 approved regulators. The OFT has called on the profession to simplify its complaints handling procedures.
Mary Starks, a senior director at the OFT, said the research showed law firms needed to adopt “a more customer-focused approach”.
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