Complaints Handling and Avoidance

* Avoiding Complaints:; o Characteristics of a complaint; o Causes of a complaint - managing expectations and ; o Use of jargon; o Costs Information; o Delay and failing to keep the client informed; o Poor communications; o Complaint in individual disciplines: civil litigation, family, conveyancing, probate, crime; * Handling complaints; o Identifying the problem ; o Why bother? The reasons why.; o Service or negligence avoidance?; o First steps; o Practical steps; o Golden rules; * Client care; o Preliminary issues and practical steps; o Implementing a policy; * Practice Rule 15 and other issues; * Specimen complaints procedures: small, medium and large firms.