JavaScript seems to be disabled in your browser.
You must have JavaScript enabled in your browser to utilize the functionality of this website.

Customer Service

Currencies:HKD

Your Language:

Browse Books

Browse Books

Ask the Experts

Home >
Law >
Civil Procedure >
Complaints Handling Toolkit

Complaints Handling Toolkit

Complaints Handling Toolkit

Author: Vicky Ling; Fiona Westwood
Publisher: Law Society Publishing
ISBN: 9781907698675
Published In: October 2014
Format: Paperback + CD-ROM , 112 pages
Jurisdiction: U.K. ? Disclaimer:
Countri(es) stated herein are used as reference only

List Price: S$124.80

S$121.06 Save S$3.74 (3%)

Not Available

OR

Download Order Form

Add to Wishlist
| Add to Compare

Description
Contents

Details

Legal practices have much to gain from minimising and dealing effectively with complaints, including:

Improved client care
Increased client satisfaction
Decreased risk of complaints
Reduced risk of subsequent fines
Less time spent dealing with complaints

Also, to comply with Chapter 1: Client Care of the SRA Handbook all legal practices must have a written procedure which ensures that complaints are dealt with promptly, fairly, openly and effectively.

The Complaints Handling Toolkit is designed to help practices implement best practice and meet their regulatory requirements. It provides draft policies, procedural checklists and other useful templates that you can use to supplement your existing complaints procedure or to create a new one. Here is a sample of just some of the templates you can access through the Complaints Handling Toolkit:

Written complaints policy
Written complaints procedural checklist
Sample complaints form
Letter acknowledging complaint
Letter of apology
Complaints training policy for staff
Self-audit checklist
Referral letter to the Legal Ombudsman
Template annual complaints report

All of the templates are provided on the book's accompanying CD-ROM so you can customise them as needed.

1. Introduction;
2. Regulatory requirements;
3. Client care;
4. Training;
5. Complaints handling;
6. Recording and reporting complaints;
7. Sources of guidance and support.

You may also be interested in these books:


Hong Kong Company Secretary's Practice Manual, 6th Edition: List Price: S$236.80

S$229.70 Save S$7.10 (3%)


Hong Kong Company Secretary Checklist, 2nd Edition: List Price: S$220.80

S$214.18 Save S$6.62 (3%)


Hong Kong Civil Procedure 2026 (The White Book): S$2,190.40


Hong Kong Civil Court Practice (Desk Edition 2026): List Price: S$784.00

S$666.40 Save S$117.60 (15%)


Construction Industry Security of Payment Ordinance in Hong Kong (Hardcopy + e-book): List Price: S$272.00

S$231.20 Save S$40.80 (15%)


Criminal Litigation in Hong Kong, 5th Edition (Hardcopy + e-book): List Price: S$280.00

S$271.60 Save S$8.40 (3%)


Hong Kong Tax & Accounting Practical Toolkit (Basic Package): S$582.24


The Hong Kong Company Secretary's Handbook: Practice and Procedure (11th Edition): List Price: S$88.16

S$85.52 Save S$2.64 (3%)


Civil Litigation in Hong Kong, 7th Edition (Hardcopy + e-book): List Price: S$352.00

S$281.60 Save S$70.40 (20%)


Butterworths Hong Kong Company Law Handbook, 27th Edition: List Price: S$806.40

S$782.21 Save S$24.19 (3%)


Hong Kong Family Court Practice, 5th Edition: List Price: S$483.20

S$468.70 Save S$14.50 (3%)


Butterworths Hong Kong Discrimination Law Handbook, 4th Edition: List Price: S$240.00

S$232.80 Save S$7.20 (3%)


Sentencing in Hong Kong, 11th Edition: List Price: S$572.80

S$555.62 Save S$17.18 (3%)


Butterworths Hong Kong Company Law (Winding-Up and Miscellaneous Provisions) Handbook, 6th Edition: List Price: S$364.80

S$353.86 Save S$10.94 (3%)


Tort Law in Hong Kong, 5th Edition (Hardcopy + ebook): List Price: S$400.00

S$388.00 Save S$12.00 (3%)


Clough & Clough on Personal Injuries: List Price: S$240.00

S$232.80 Save S$7.20 (3%)


Hong Kong Personal Insolvency Manual, 3rd Edition: List Price: S$320.00

S$310.40 Save S$9.60 (3%)


Butterworths Hong Kong Conveyancing and Property Law Handbook, 6th Edition: List Price: S$288.00

S$279.36 Save S$8.64 (3%)


A Practical Guide to Resolving Shareholder Disputes, 2nd Edition: List Price: S$288.00

S$279.36 Save S$8.64 (3%)


Hong Kong Company Law, 15th Edition: List Price: S$78.72

S$76.36 Save S$2.36 (3%)

“

Ordering from Professional Bookshop is fantastic, quick delivery great products, great customer service Siti L.
This is a great bookstore and have had no problems with them and all my orders have come on time and in good condition. Yang X.
Everything is perfect. Fast delivery. I highly recommend this website to all my friends and colleagues. Thanks Hoi Man L.
So thankful I am receiving all my books, thank you to all for a great service and excellent products Clinton K.
Professional Bookshop is amazing! I've been a loyal customer for over 5 years. Returns are easy to request, book or delivery complaints are taken seriously and the customer service team is friendly and patient. Mick D.
I wanted to informed you that the customer service is excellent. They were so polite and nice. I would continue to buy books from Professional Bookshop. Jingsong C.
Fast and quick service. Easy transaction method, arrived sooner than expected. Excellent packaging and the books received are in perfect condition! Thank you very much! I love the book and its quality. Saori B.
I can order any accounting books from worldwide from Professional Bookshop. Love this website and save my time to search from internet. Lingxiao R.
It is just so easy to find what you are always looking for and sometimes you can even find it up to 80% off what you would in the normal store. Graeme R.
I love shopping on Professional Bookshop! They have a wide range of accounting book with competent prices. Free shipping in Hong Kong is also really handy! Fergus Y.
Professional Bookshop is a great bookstore, I must say. Buying books in Professional Bookshop is so easy, great and reliable. It is highly recommendable. Deborah D.
A great site to shop accounting books and everything and with discountable prices. It’s my first choice whenever i want to shop something. Most trusted site. Zeng Z.
I found the books I needed and at a very low price. I am very happy and will definitely use it in the future Brian W.
I have been using Professional Bookshop for a while now. I am very impressed with customer service and delivery. When I need to have a return it is done very diligently. Olivia L.
Professional Bookshop is my default go to for finding the best prices and reading details of law books before buying. Detailed book description is very helpful. Tracy W.
I've been using Professional Bookshop since 2011 and they actually great, I always received great service and my book arrives on time. Lisa C.

Professional Associations

Partners

Copyright © 2010-2026 Professional Bookshop Ltd. All Rights Reserved