How should a paralegal address a client complaint?

Promptly addressing the issue and providing a resolution demonstrates a commitment to client service and helps maintain the trust and confidence of the client. By actively engaging with the client's concerns, the paralegal is able to gather information about the complaint, understand the client's perspective, and work towards a solution that is acceptable to both parties. This approach not only resolves the immediate complaint but also shows the client that their concerns are valued and taken seriously, which can foster a stronger client-paralegal relationship.

In situations where a complaint is overlooked or ignored, as suggested in one of the options, there is a risk of escalating dissatisfaction, which can damage the professional relationship and potentially lead to more serious repercussions for the paralegal. Referring the client to another paralegal may inadvertently convey a lack of willingness to serve or resolve the issue, and escalating the matter to the Law Society should generally be a last resort after internal resolution attempts have failed. Addressing the complaint directly minimizes disruption and can often lead to a more amicable resolution.