Complaints Handling and dealing with the Legal Ombudsman

In November 2019, the Solicitors Regulation Authority introduced their new Standards and Regulations 2019 and two new Codes of Conduct; the SRA Code of Conduct for Firms 2019 and the SRA Code of Conduct for Solicitors, RELs and RFLs 2019.

Also, in April 2023 the Legal Ombudsman will update its scheme rules

This course will give an overview of the complaints handling process that has to be adopted internally by firms and when working with the Legal Ombudsman, and outline what documentation will need to change to accommodate the new Legal Ombudsman rules.

This is a MUST if you handle complaints for your firm, or just want to know how to avoid them where possible, or deal with them effectively and compliantly if not.

What will the course cover? 
  • Prevention is better than the cure – early stage client interaction
  • Early warning indicators of dissatisfaction
  • Common complaint causes
  • Internal Investigations Processes
  • Reporting to the client
  • The new Legal Ombudsman Scheme Rules from 1st April 2023
  • Interaction with the Legal Ombudsman
  • Analysis of complaints and Trend Identification
  • Liaising with Fee Earners, Supervisors, Department Heads and the COLP
  • Continuous Improvement
Who should attend? 
  • Complaints Managers or Handlers
  • Department Heads
  • Compliance Officers for Legal Practice and Deputies
  • Supervisors
  • Practice Managers

For specific dates, times and to book please see our Course Schedule.