The model complaints resolution procedure (MCRP)—a template accompanied by guidance materials, sample letters and toolkits—aims to improve standards. According to LeO, nearly half the complaints it received last year showed evidence of unreasonable complaint handling, while ‘substantial volumes’ of consumers are still approaching LeO without completing their lawyers’ in-house process.
The model procedure is being tested over the summer with selected law firms, followed by full consultation and implementation next year.
The benefits, highlighted by LeO, include improving client trust and satisfaction, giving the provider confidence they are meeting expected standards, consistency, reduced costs and faster resolution times.
Chief Ombudsman Paul McFadden said: ‘When complaints are handled poorly, everyone loses—the client, the firm and the reputation of the profession as a whole.’
Last month, Tom Hayhoe, chair of the Legal Services Consumer Panel, said consumers should not feel ‘disillusioned or ignored’ when they raised complaints.
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