Unfortunately, we occasionally have clients who complain about our services. Of course we should do our best to avoid this, but if we do receive a complaint we should treat it very seriously.
We are now required to keep full records of any complaints, to report annually to IPReg. It will also be necessary to notify our insurers where there is a risk of the complaint escalating. In every case, make a full note of the background to the complaint and the client’s concerns and e-mail KJL, so that he can consider whether or not to record it for reporting to IPReg.
If, after you have courteously explained matters, the client is still not satisfied, tell the client that you will refer the matter to the managing director. You should then consult KJL as soon as possible.
See 3.14 Complaints Procedure for our formal policy.
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Last Updated on 30 March 2022 by Keith