Dealing with Client Complaints
TRAINER
Lorraine Richardson
COURSE OVERVIEW
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.
COURSE OBJECTIVES
- What is a complaint?
- What are the firm’s duties and responsibilities under the new Standards and Regulations?
- How do the Regulators view complaints?
- How can we improve client satisfaction?
- Practical examples
FORMAT
Group session (max. 20 delegates)
DURATION OF COURSE
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’.
