Effective Complaints Handling - A Best Practice Guide for Law Firms

Introduction

Preventing complaints occurring in a law firm should be a priority, not only for regulatory compliance purposes but also for enhancing client relationships and protecting a law firm’s reputation.

If complaints are made, then it is as equally important in the interests of both clients and law firms that they are handled well and resolved in a satisfactory way.

The virtual classroom seminar will guide you through how to identify and manage complaints both compliantly and to enhance your client relationships.

What You Will Learn

This live and interactive session will cover the following:

• Understanding ‘what is a complaint?’
• The regulatory requirements on law firms in relation to complaints handling
• The role and powers of the Legal Ombudsman
• Benchmarking your complaints handling - What the Legal Ombudsman expects to see from law firms when they deal with a complaint

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.