Following the publication of the Legal Services Board Statement of Policy – First-Tier Complaints, CRL have launched their consultation to considers what changes are required for first-tier complaints.
Our proposals are intended to set out clearer expectations of what must be included in a complaint handling procedure (CHP), when and how information must be communicated to clients about the CHP and following a complaint and what firms must do to monitor, learn and make improvements o complaints handling their service provision.
Please submit your response by 5pm 15 August 2025.
