News release

Research looks at complaints handling

We have commissioned independent research companies to begin carrying out research into how firms' handling of complaints can influence the quality of service clients receive.

All firms are obliged to have proper processes for handling complaints about their service, including making sure that potential clients are aware of their rights before work on their case starts. Firms also have to provide us with information about the complaints they receive over each practising year.

This research will examine if there are any issues to consider about how effective firms' complaints processes are. We want to:

  • understand the approaches firms have to dealing with complaints
  • understand any barriers firms face in handling complaints well
  • highlight examples of good practice in the handling of complaints, and identify any poor practice
  • gain a consumer perspective on firms' complaints handling

Our work will include researchers speaking to firms and members of the public to ask their views. You might therefore be contacted by YouGov, the company we are using to carry out an independent survey as part of this project.

If you have questions about the research, please email email us or .

We are jointly funding the research with the Legal Ombudsman. The independent research companies that have been commissioned to conduct the research are London Economics and YouGov.