Location: Derby
Salary: £24,785 - £30,000 per annum
Purpose of the Role
The Complaints Handler is responsible for the efficient investigation, management, and resolution of
client complaints across the firm, with a particular focus on wills, probate, and LPA matters.
Operating within a regulated legal environment, the role ensures that all complaints are handled in
accordance with internal procedures, SRA expectations, and external timescales (including Early
Resolution deadlines and Formal Response Letter deadlines).
The postholder will play a critical role in safeguarding client experience, reducing risk, and
supporting the firm’s reputation through effective, timely and fair complaint resolution.
Key Responsibilities
1. Complaint Intake & Triage
- Receive, log and acknowledge new complaints promptly in line with the firm’s internal
complaints process.
- Assess the nature and severity of complaints, including identifying Early Resolution (ER) or
Formal Complaint pathways.
- Assign or escalate matters appropriately to legal advisors, team managers, the Senior
Compliance Solicitor or COLP where required.
2. Investigation & Evidence Gathering
- Review matter files, case notes, communications, call logs and timelines to establish the
facts.
- Liaise with advisors and managers to gather missing information and clarify inconsistencies
- Identify service failures, delays, communication issues, costs concerns, or process breaches
(common themes in wills & probate complaints).
3. Response Drafting & Resolution
- Draft high-quality Early Resolution outcomes and Formal Response Letters (FRLs) within
strict regulatory deadlines
- Recommend appropriate remedies (e.g. apology, service improvements, compensation
considerations)
- Communicate clearly, sensitively and professionally with clients—managing expectations
and maintaining trust during the process.
- Ensure final decisions are consistent, fair, and aligned with regulatory guidance and internal
standards.
4. Risk Assessment & Governance
- Apply risk ratings to complaints based on severity, impact, and potential regulatory exposure
(e.g delays in estate administration, poor communication, billing concerns).
- Identify recurring issues or trends and flag to management for operational improvement.
- Uphold strong governance around documentation, file notes, decision rationale and
record-keeping.
- Support quality assurance checks to ensure compliance with the complaint’s procedure.
5. Stakeholder Collaboration
- Work closely with legal advisors, team managers and the Senior Compliance Solicitor to
ensure timely actions are taken on complaints.
- Provide updates, reminders, and escalation notices for overdue responses or stalled
investigations.
- Contribute to discussions on complaint handling improvements and operational process
changes
6. Client Experience & Professional Standards
- Handle clients with empathy and professionalism, especially where bereavements or
emotionally sensitive issues or vulnerable clients are involved.
- Maintain impartiality and fairness in all findings.
- Support the firm’s commitment to delivering a transparent and high-quality service.
Experience & Skills Required
Essential
- Strong complaints handling experience in a regulated environment (e.g., legal services,
financial services, insurance, social care, utilities).
- Proven ability to manage processes with strict deadlines, documentation requirements and
governance obligations.
- Excellent written communication skills, with the ability to draft clear, structured and
empathetic complaint responses.
- High attention to detail, analytical skills, and the ability to interpret complex case
information.
- Strong organisational skills with the ability to manage multiple complaints simultaneously.
- Experience dealing with vulnerable or distressed customers.
Desirable
- Previous experience in wills, probate, estate administration or private client legal work—
either fee-earning or support role.
- Familiarity with SRA expectations, the Legal Ombudsman process, and legal compliance
requirements.
- Understanding of probate workflows, delays, inheritance tax processes, or LPA
administrative steps.
Key Competencies
- Professional Judgement – Ability to evaluate complex situations and reach fair outcomes.
- Communication – Clear, calm and confident when handling difficult conversations.
- Empathy & Resilience – Compassionate in tone but firm in governance.
- Process Discipline – Adherence to procedures, deadlines and quality standards.
- Collaboration – Works effectively with colleagues at all levels.
- Problem-Solving – Identifies root causes and recommends improvements.
What This Role Delivers to the Business
- Timely and fair complaint resolution.
- Reduced risk of escalations to the Legal Ombudsman.
- Improved client satisfaction and clearer communication.
- Strengthened governance across legal services
