Dealing with Client Complaints


Lorraine Richardson


Client complaints are the ever-present issue of concern to all law firms. Lawyers are rarely negligent – most client complaints are about costs and communication.

This practical course will consider how firms might manage client expectation and identify client concerns before they become a complaint. Discussion with delegates will be encouraged. We will consider practical scenarios and how you and your firm might improve your ability to identify and deal with potential complaints.

Level – this course is aimed at all staff in a legal practice who need to understand the SRA’s complaints regime – whether qualified or support staff. Anyone involved with complaints will find it useful.


  1. What is a complaint?
  2. What are the firm’s duties and responsibilities under the new Standards and Regulations?
  3. How do the Regulators view complaints?
  4. How can we improve client satisfaction?
  5. Practical examples


Group session (max. 20 delegates)


3 hours

Trainer Profile

Lorraine Richardson (MA) Cantab is an experienced solicitor and freelance legal trainer, specialising in residential conveyancing. Lorraine has a wealth of experience in legal training in a variety of legal training organisations and both designed and delivered the Land Registry Qualification whilst with the College of Law. Lorraine has also designed and delivered many management-related courses including Client Care and Professional Standards, Management Courses Stage 1 & 2 and Presentation Skills.

Lorraine delivers bespoke courses for in house firms and also covers: compliance, legal skills and professional conduct. Lorraine is a co-editor of the popular and practical Law Society publication ‘Conveyancing Forms and Procedures’. Lorraine is a main contributor for the monthly update publication for practitioners, ‘The Practical Lawyer’.

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