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Changes to Complaints Handling Body October 2010


Changes to Client Care Letters and Complaints Procedures from October 6th 2010

There has been a lot of communication from the Law Society in the last month or so alerting solicitors to the fact that there will be a change in the complaints handling body from 6th October 2010.  But busy fee earners have little time to check out what the Law Society sends out, so we have a summary explanation in this article.

Complaints Handling Body Change

The main change is from the Legal Complaints Service to the Legal Ombudsman, which also comes with a change to the administration address for the bodies.

This inevitably means a change to your client care letters, terms and conditions letters, and your complaints procedures.

Client Care letters need to have the new body name and address and other contact details clearly in the complaints paragraph of the letter.

Terms and Conditions Letters will need changes to the "Insurance Mediation" paragraph stating the new complaints handling body, and also to the "Financial Services" paragraph for the same reason.

Finally, the complaints procedure which a practice must provide to clients on request stating how they will deal with a complaint needs to change to reflect the new complaints handling body name and contact details.

For further information, use the links below to check the latest practice notes on the changes, or contact us.