The Legal Eye Complaint Handling Service provides an entirely flexible, independent and methodical approach to resolving complaints.
We aim to reduce the stress that is often involved in handling complaints.
Our team works across all areas of legal practice, for example; private client, litigation and conveyancing (in particular high volume transactional/remortgage work). Clients will often fully outsource complaint handling to Legal Eye or alternatively some use the service on a ‘per complaint/one off’ basis. The service includes:
An independent review of the client’s complaints.
Preparation of a response following a review of the client’s file, alongside consideration of the Legal Ombudsman Scheme Rules.
The review can take place either onsite or offsite by remote access to the case management systems.
Provide suggested areas of improvement to combat the reoccurrence of a complaint of a similar nature.
Provide monthly, quarterly or annual reports on complaints investigated, including trends and root cause analysis. This in turn allows firms to improve efficiency and productivity.
Our ‘Complaint Handling Tool Kit’ includes further documentation to help you to effectively manage complaints: