How to avoid underestimating complaints roles
Successfully price and title your law firm's complaints positions. Discover why shifting from a procedural mindset to a judgment-led risk approach ensures you hire professionals with the necessary emotional intelligence and internal credibility.
The short answer
Law firms underestimate complaints roles when they treat them as administrative rather than judgement-led risk positions.
Good complaint handling requires investigation, drafting, emotional intelligence, escalation judgement and internal credibility.
Why the role is underestimated
Complaints may appear procedural: acknowledge, investigate, respond, close.
In reality, they can involve client distress, fee earner sensitivity, potential claims, conduct issues and reputational risk.
What happens when firms under-scope the role
The firm may underpay, hire too junior, provide insufficient authority and lose good people quickly.
Poor handling can also escalate issues unnecessarily.
How to scope properly
Define complaint volume, complexity, drafting responsibility, escalation triggers, insurer overlap, reporting line and authority.
If the role needs judgement, price and title it accordingly.
Bottom line
Complaints roles are often more important than they look.
Firms that recognise the judgement involved will hire stronger people and manage risk better.
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