Outsourced Complaint Management for CLC Practices
Independent complaint investigation and management support for CLC regulated practices.
RACO provides outsourced complaint management services for CLC regulated practices, supporting firms with the independent investigation, handling and resolution of complaints made by clients, third parties, the Legal Ombudsman and the CLC.
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Independent Complaint Management Support for CLC Practices
The Regulation & Compliance Office (RACO) provides an outsourced complaint management solution enabling practices to refer complaints for independent review, investigation and resolution.
The service can be used as a one-off solution or as part of an ongoing contractual relationship, depending on the needs of the practice.
Our support covers:
- Complaints made against the practice by clients
- Complaints made by other parties
- Legal Ombudsman complaints relating to service
- CLC complaints concerning the practice or individuals within the practice
Why Independent Complaint Management Matters
Complaints require careful handling to ensure they are investigated objectively, managed efficiently and resolved appropriately.
An independent complaint management process can help practices:
- Reduce internal resource pressures
- Ensure complaints are reviewed objectively
- Support earlier and more effective resolution
- Strengthen complaint handling procedures
- Assist with Legal Ombudsman and regulatory engagement
The appointment of an independent external party can, in many instances, result in quicker complaint resolution.
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Enquiries
Enquire Today
For more information about our compliance services for CLC-regulated practices, you can call or email us via the details below:
0203 985 8550
info@regulationandcomplianceoffice.co.uk
Our Approach
Our Complaint Management Service includes:
Confidentiality & Instruction Setup
Establishing a contractual arrangement to ensure confidentiality and compliance with GDPR requirements.
There is no obligation to submit complaints under the arrangement, and practices are only charged for complaints handled by RACO.
Initial Review
Review of the complaint, the relevant file and supporting information.
Initial Reporting
Preparation of an initial report to the practice outlining findings and recommended next steps.
Client & Complainant Engagement
Initial communication with the complainant, with the aim of securing an early resolution where possible.
Full Complaint Investigation
Independent investigation of the complaint and review of the relevant circumstances and documentation.
Draft Response Preparation
Preparation of a draft response for approval by the practice before any outcome is communicated.
Final Response & Resolution
Issuing the final response and engaging with the complainant to address any further issues arising from the response.
Legal Ombudsman Management
Where required, management of complaints progressing to the Legal Ombudsman through to conclusion.
Pricing
Pricing starts from £80 per hour + VAT for a Compliance Manager.
There are no minimum retainers or contractual obligations to submit complaints under the service arrangement.
Why firms choose RACO
Independent External Investigation
Flexible Engagement Model
Practical Resolution-Focused Approach
Regulatory & Ombudsman Experience
Confidential & GDPR-Compliant Service
Explore Our CLC Compliance Services
For detailed information on our compliance framework services, AML support, risk management solutions and ongoing compliance management for CLC regulated practices, please call us on 0203 985 8550, complete the online enquiry form below, or email us info@regulationandcomplianceoffice.co.uk