![]() ![]() ![]() Three SRA Principles are directly relevant to complaints: These are mandatory and apply to every aspect of practice. The SRA Handbook commences with ten SRA Principles. provide processes that are: ◦ convenient and easy to use (in particular for those clients who are vulnerable) ◦ transparent, clear, well-publicised, free and allow complaints to be made by any reasonable means ◦ prompt and fair with decisions based on sufficient investigation and appropriate remedies offered SRA Handbook The SRA has transposed the LSB’s requirements into the SRA Code of Conduct 2011, Chapter 1.give consumers confidence that effective safeguards are provided and that complaints will be dealt with comprehensively and swiftly, with appropriate redress.the information provided must include: ◦ an explanation that a complaint can be referred to LeO at the end of your complaints process ◦ the time frame for doing so, and ◦ LeO’s full contact details The LSB expects that, in regulating complaints procedures, the SRA will:.you inform all clients at the outset, or existing clients at the next appropriate opportunity: ◦ that they can complain ◦ how to complain, and ◦ to whom they should complain. ![]() Legal Services Board The LSB requires that: View the related practice notes about Deadlock Complaints-regulatory requirements-law firms 2011 Ĭomplaints-regulatory requirements-law firms 2011 You must comply with the Solicitors Regulation Authority's rules on complaints handling, together with any requirements specified by the Legal Services Board (LSB) and Legal Ombudsman (LeO). ![]()
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