Avoiding Complaints in Property Work - Communication, Expectations & Early Intervention

Introduction

Complaints arising from residential conveyancing remain one of the most common sources of Legal Ombudsman investigations and professional risk for law firms. In many cases, the underlying issue is not legal error, but unmet client expectations, communication gaps or delays caused by external parties.

Experience shows that many complaints begin as minor dissatisfaction or ‘grumbles’ that escalate because they are not recognised or addressed early.

During this webinar, Tracy Thompson will draw on her experience reviewing conveyancing files and complaint trends to explain where complaints most frequently arise, how firms can detect early warning signs and what practical steps can reduce escalation and protect client relationships.

What You Will Learn

This webinar will cover the following:

• The most common causes of complaints in property work
• Early warning signs that dissatisfaction may escalate
• Practical communication approaches that reduce complaint risk
• Strategies for managing expectations around delays and third parties
• Emerging trends including the increasing use of AI-generated complaints