Responding to Online Complaints: SRA Recommendations
The Solicitors Regulation Authority (SRA) has published a thematic review emphasizing the importance of responding to online complaints in a non-defensive manner.
The review, which included visits to 25 firms and a survey of 750 firms, found that disgruntled clients are becoming increasingly abusive and that "tactical complaints" are on the rise.
Firms should respond to all reviews, particularly negative ones, that have been published online.
The SRA's review also noted that some firms proactively identify concerns and complaints from additional sources, such as client feedback forms and online reviews.
Author's summary: Firms should respond to online complaints without being defensive.
- The SRA visited 25 firms and reviewed two of their complaint files.
- A survey of 750 firms received 743 responses.
- 18 firms proactively try to identify concerns and complaints from additional sources.
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