Ask about the matter
If a point is unclear, ask the person handling the matter to explain the scope, progress, costs or next action.
CLIENT CARE & FEEDBACK
Good communication includes listening to concerns.
A clear point of contact and a considered response help keep the working relationship on track.
WORKING TOGETHER
Start with a useful conversation.
Set out your concern
If something has gone wrong, describe what happened, when it happened and the response or resolution you are seeking.
Request a review
If the issue remains unresolved, ask for the firm’s complaints procedure and the person responsible for reviewing the concern.
RAISING A CONCERN
The details that help a review.
Your reference
Include your name, the matter reference if you have one and the best way to reach you.
What happened
Give a short timeline and identify the communication or service issue you want reviewed.
What you would like to happen
Explain what would help address your concern and include any relevant records through an agreed channel.
What comes next
The firm’s approved complaints procedure should explain who will review the issue, the process and any applicable further review route or time limit.
Demonstration policy. A real practice must publish its approved client care, complaints and applicable regulatory information.