Complaints Handling in Law Firms - How to Manage Client Expectations & Minimise Risk

Introduction

The vast majority of client complaints are about costs and communication, yet client complaints are a common stress and concern to law firms.

Lawyers are rarely negligent, but they are busy, often stressed and distracted by the most pressing matter on their desk but a focus on client handling skills can reduce the complaint risk.

This new virtual classroom seminar will outline how firms can manage client expectation and limit the scope for client concerns before they become a complaint.

Presented by compliance expert Paul Bennett, this session is aimed at all staff in a legal practice who need to understand the LeO complaints regime and the associated SRA risks.

What You Will Learn

This live and interactive session will cover the following:

• The principles of complaint handling
• An introduction to the LeO Scheme Rules
• The relevant sections of the SRA Standards and Regulations 2019
• What do your team need to do to reduce their complaints risk?
• Your complaints policy - common missteps
• What is a complaint?
• How can you improve client satisfaction?
• What to include in your complaint response to every client who complains about their experience and service
• How to minimise the risks of a complaint being upheld by LeO

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.