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Complaints handling under review

02 August 2023
Issue: 8036 / Categories: Legal News , Legal services
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The Legal Services Board (LSB) has this week published research based on 45 people who made a complaint about legal services in the past two years, or had cause to complain but didn’t. 

The results stressed the importance of setting and managing consumer expectations through clear communications at the start of the relationship. They suggested providers proactively invite client feedback and establish a culture of continuous improvement to nip problems in the bud.

Other suggestions were to develop a welcome pack for clients.

LSB chair Alan Kershaw said: ‘Empathy is central to effective resolution of complaints.’  

Issue: 8036 / Categories: Legal News , Legal services
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MOVERS & SHAKERS

Gilson Gray—Linda Pope

Gilson Gray—Linda Pope

Partner joins family law team inLondon

Jackson Lees Group—five promotions

Jackson Lees Group—five promotions

Private client division announces five new partners

Taylor Wessing—Max Millington

Taylor Wessing—Max Millington

Banking and finance team welcomes partner in London

NEWS
Limited liability partnerships (LLPs) are reportedly in the firing line in Chancellor Rachel Reeves upcoming Autumn budget
The landmark Supreme Court’s decision in Johnson v FirstRand Bank Ltd—along with Rukhadze v Recovery Partners—redefine fiduciary duties in commercial fraud. Writing in NLJ this week, Mary Young of Kingsley Napley analyses the implications of the rulings
Barristers Ben Keith of 5 St Andrew’s Hill and Rhys Davies of Temple Garden Chambers use the arrest of Simon Leviev—the so-called Tinder Swindler—to explore the realities of Interpol red notices, in this week's NLJ
Mazur v Charles Russell Speechlys [2025] has upended assumptions about who may conduct litigation, warn Kevin Latham and Fraser Barnstaple of Kings Chambers in this week's NLJ. But is it as catastrophic as first feared?
Lord Sales has been appointed to become the Deputy President of the Supreme Court after Lord Hodge retires at the end of the year
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