- Intermediate * 3 hours CPD
The issue of effective complaints handling remains a high priority in view of the proposals under the Legal Services Act which are likely to be effective in 2010.
This course will review strategies to avoid complaints and consider the key issues to effective complaints handling. The current proposals of the Legal Complaints Service will be considered as well as the provisions for the Office for Legal Complaints under the Legal Services Act which is likely to lead to the risk of greater cost and expense when complaints cannot be handled internally. The provisions for proper handling of complaints under the Solicitors Code of Conduct and best practice will be considered together with strategies for avoiding the development of complaints into claims. The course will be of relevance to all those engaged in management and compliance and in summary will address:
- The management of clients’ expectations and the avoidance of claims
- Current issues from the Legal Complaints Service will be considered
- The handling and management of complaints
- Complaints procedures to comply with the Solicitors Code of Conduct avoiding the development of complaints into claims
- The future – the need to manage complaints internally and to avoid the risk of penalties pursuant to the Legal Services Act