Complaint Management Services for Scottish Law Firms
Complaint Management For Law Firms in Scotland
The Regulation and Compliance Office’s (RACO) Complaint Management Service is an outsourced solution which enables Law Firms in Scotland to pass any complaint received from a client or other party for independent investigation, response and resolution. This will include:
- Complaints made against the Firm by clients.
- Complaints made against the Firm by other parties.
- Scottish Legal Complaints Commission (SLCC) about service.
- The Law Society of Scotland Complaints made against:
- The Firm.
- An Individual in the Firm.
Whether handling a complaint as a one-off solution or as part of an ongoing contractual relationship, RACO is able to provide support.
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Our Complaint Management Service
Our Complaint Management service includes the following steps:
- Establish a contractual arrangement to ensure confidentiality and compliance with GDPR. (There is no contractual obligation to submit complaints; the Firm is only charged for complaints we handle, with no minimum fees or retainers)
- Initial instruction and access to the matter and complaint
- Review of the file and complaint
- Initial report to the firm
- Initial contact with the client/complainant and, where possible, secure early resolution
- Full Complaint investigation
- Draft response submitted to the Firm for approval (we will not commit the Firm to an outcome without its approval)
- Final response to the Client/Complainant
- Discussions with the Client/Complainant to resolve any issues that arise from the response.
- Should the matter proceed to the SLCC, we will manage this to the final conclusion (if required)
With pricing starting from £80 per hour for a Compliance Manager, this can often prove a cost-effective way for firms to manage complaints.
The appointment of an independent party, in many instances, results in quicker resolutions.
For more information or to discuss any of our compliance services offered in Scotland, you can email us info@regulationandcomplianceoffice.co.uk or make an online enquiry.
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Scottish Law Firms
If your firm is regulated by the Law Society of Scotland and you are reviewing your compliance arrangements, considering outsourced support or preparing for inspection, please call us on 0203 985 8550, complete the online enquiry form below, or email us info@regulationandcomplianceoffice.co.uk