Handling Difficult Clients & Complaints in Conveyancing - Practical Tools and Strategies

Introduction

This virtual classroom seminar is designed for conveyancers seeking practical strategies to manage difficult clients and handle complaints confidently.

The session combines insights from recent Legal Ombudsman data and SRA research with hands-on tools to improve communication, complaint handling, and personal resilience.

Delegates will leave with a toolkit of scripts and techniques that can be applied immediately in day-to-day practice.

What You Will Learn

This live and interactive course will cover the following:

• Brief overview of why complaints in conveyancing are increasing, drawing on Legal Ombudsman 2024/25 data
• Key types of difficult clients and complaints encountered in conveyancing
• Common causes of complaints, including poor communication, delays, errors, and leasehold misunderstandings
• Insights from SRA 2018 research on client expectations and dissatisfaction
• Principles of active listening and empathy in high-pressure client interactions
• Practical scripts for handling common scenarios such as missed deadlines, fee disputes, and miscommunication
• How to acknowledge, investigate, and resolve complaints effectively
• Strategies to reduce client dissatisfaction before it escalates
• Personal stress management techniques for maintaining control under pressure

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.