Complaints Handling

We take the pressure off by managing complaints thoroughly and independently. Whether it’s a one-off case or ongoing support, we provide fair, professional resolution that builds trust with clients and regulators alike.

Get in touch0330 221 0511

Complaints

Research released by the SRA shows that 88% of clients are happy with the service they receive from their solicitor. More recent data released by the SRA on 9 July 2019 suggests that law firms are getting better at resolving complaints and most clients say they are happy with the quality of service received from firms (88%)

However, sometimes things do go wrong and it is then that you will receive a complaint. No one likes to receive a complaint about the service they have provided, but this is one regulatory risk that must be managed effectively.

Your Duties:

It is very difficult to be objective when your work is being complained about. Complaints can be time consuming, taking you away from the important client matters that are, after all, the life blood of your firm.

We offer complaint resolution services that are tailored to your particular needs that include:

  1. One off complaint handling
  2. Ad hoc advice about a particular issue
  3. Complete complaint handling package

You are not bound to a contract with us and can use us as often or as infrequently as you like.  Your complaint procedure can be tailored to encompass this arrangement.

Get in touch

The SRA Rules and Regulations in the two codes of conduct, one for firms, both have a focus on customer care and complaint handling. The obligation in respect of dealing with complaints is that they must be dealt with: promptly, fairly and free of charge.

Having CRCS Legal on board gives you the confidence that you are continuously compliant, you get the assurance that your obligations in respect of complaints are being handled correctly and effectively and we will support you and your team with ad-hoc advice being available by phone or email.

Let CRCS Legal take the stress away from your Firm, leaving you free to run your firm and provide an excellent service to your Clients. You are the expert in providing legal advice and solutions to your clients, so why not use an expert to deal with your Complaint Resolution  and Compliance Solutions.

We work remotely, so don’t need to visit your offices, but are able to if necessary.  We have secure IT systems in place, the knowledge and experience to ensure confidentiality requirements are met.

I cannot recommend Barbara highly enough. Having her handle our complaints has lifted a huge burden from my shoulders and meant that I can devote my time to client work. Barbara has an incredible attention to detail and is able to review the most complicated files thoroughly. Her responses are comprehensive and fair. If Barbara feels that there has been poor service she will say so and find a constructive way to resolve the complaint. I rate her hugely

A ClientLondon-Based Law FirmDirector

Pinkney Grunwells

Pinkney Grunwells needed reliable, independent support with client complaints. CRCS Legal stepped in as their external complaints manager, bringing professionalism, empathy, and consistency to every case.

“We have used Barbara as our external complaints manager for some time. Throughout this period she has been efficient, courteous and impartial. She is understanding and able to relay her opinion to clients in a sympathetic manner. We would not hesitate to recommend her services.”

Hayley GarnettPartner

Woolley & Co, Solicitors

Woolley & Co needed complaints reviewed to a consistently high standard, with the turnaround to match. CRCS Legal delivered thorough, clearly reasoned outcomes and kept every case moving.

“Barbara is an experienced complaints handler with an extremely thorough, clear and thoughtful approach. I have found her work to be of a very high standard with her personal management reflected by the speedy turnaround she provides when necessary. I would have no hesitate in recommending her.”

Michelle WebleyManaging Director, Woolley & Co

Quality Solicitors Burton & Co

“It has taken a weight off my shoulders in more ways than one. Firstly Complaints are being dealt with in the appropriate time scale . Secondly we have an Independent view a) for clients and , from my point of view as important , b) for fee earners . You do a thorough job and all fee earners I believe can learn from their mistakes as the firm can . Having to send to an outside source a file also ensures staff document what they do and that in itself I believe makes them better fee earners. Finally it has given me more time to deal with Management and Fee earning .”

Judith Brennan

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Resolve complaints and ensure compliance with ease. Contact us today and let us help you achieve peace of mind.

Phone Number
0330 221 0511

Enquiry about: Complaints Handling

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What we do

  1. 01Complaints HandlingOutsourced support to manage client complaints, fairly and efficiently.You are here
  2. 02Compliance SupportHelping your firm meet regulatory standards with ease and confidence.
  3. 03TrainingInteractive sessions to build your team's skills and awareness.
  4. 04BarristersSpecialist support designed to meet the unique needs of barristers and chambers.
  5. 05ISO SupportGuidance and practical help to achieve and maintain ISO certification smoothly.