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.’
