Handle With Care

I have just received my firm's copy of the Office for the Supervision of Solicitors' booklet about effective complaints handling.

This sadly and wrongly pre-supposes that all complaints are justified and genuine.

What it fails to address is those clients whose motivation is purely to secure legal services at nil or reduced cost.It is sad that the OSS procedure does nothing to sort the wheat from the chaff and then bemoans its workload.

If complainants were asked to pay even a nominal sum to the OSS (recoverable if the complaint were upheld), complaints would be dramatically reduced.

Sandie Graff, Graff & Redfern, Richmond, Surrey