Currently, firms are obliged to provide complaints information at the time of engagement, and in writing on their website. Under the SRA’s proposals, firms would have to provide this information also once the matter concludes and at any point during if the client requests this or makes a complaint. Firms might be required to publish complaints information in a ‘prominent and accessible’ place on their website—SRA chief executive Paul Philip said firms should not be afraid of complaints and should provide ‘clearer triggers’ for this information.
Responding to the SRA consultation, ‘Changing our requirements on first-tier complaints handling’, which closed this week, however, Law Society president Richard Atkinson said the proposals ‘would increase regulatory costs for firms and consumers, reduce efficiency and potentially hinder access to justice’.
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