Addressing the concerns of a dissatisfied client is a common and inevitable occurrence in legal practice. This article outlines how Singapore law practices can better address client dissatisfaction through both an internal and client-facing complaints procedure.

Keywords

client dissatisfaction; delay; failure to advise; excessive costs; internal client complaints policy; Practice Management Guide; good practices; estimated timeline; expression of client dissatisfaction; client-facing complaints procedure; complaints handling process; Legal Profession Act