Tips for complaints handling
12 January, 2015
TIPS FOR AVOIDING COMPLAINTS
- Maintain regular communication with other interested parties, such as the lawyer on the other side of the transaction, especially when a transaction is subject to delay which is beyond your control. A formal complaint could be avoided simply by explaining why there is delay and the actions you are taking to try to achieve resolution.
- Be clear in all your communications. If you cannot release information, or reply to a request, explain why
- Ignore any expression of dissatisfaction
- Fail to respond to communications. A significant proportion of the conduct complaints received by the CLC relate to a licensed conveyancer failing to keep a lawyer on the other side of a transaction informed or updated.
TIPS FOR RESPONDING TO COMPLAINTS
- Accept that the complainant may have a grievance, however unjustified you may think it is.
- Think about how you are going to respond – take time to reflect – remember that for complaints accepted for investigation by CLC, a copy will be sent to the complainant and a copy could to be placed before the Adjudication Panel if the matter is referred to the Panel.
- Try to be objective.
- Address all the issues raised – however minor. The CLC Complaint form requires the complainant to list each head of complaint. It is suggested your response follows this format and you address each complaint raised.
- Avoid raising other issues.
- Respond in a clear logical manner.
- Keep to the point.
- Even though the complaint may relate to events beyond your control, explain what happened and what action you took.
- If you realise that an error has been made, consider how you could work towards resolving it
- Rush a response which you may later regret.
- Be defensive.
- Personalise your response