Legal Training and CPD Courses for Lawyers
 Remember Me

Login Forgotten password?

Course Effective Complaints Handling


Under the new SRA training regime, Area A states that solicitors should recognise when they have made mistakes or are experiencing difficulties and taking appropriate action. Area C specifically focuses on the need to establish and maintain effective and professional relations with clients, including responding appropriately to clients’ concerns and complaints. So don’t be an ostrich and bury your head in the sand! Clients have high expectations and are increasingly willing to complain or criticise if the legal services or level of client care that they receive are below, or are perceived to be below, their expected standards. This course provides practical advice to minimise the chance of complaints occurring and how to handle them if they do.

The course will be delivered in an interactive and participatory manner facilitated by our approachable expert, Martin Richardson and will conclude with group work on broad ranging case study on the issues covered. Any specific causes of concern raised by participants will also be covered.

The course will cover:

Complaints and criticism prevention:

  • Grounding the relationship – understanding personalities
  • Managing expectations – manifesting credibility, competence and compatibility
  • Instructions and engagement letter – aiming for ‘watertight’
  • Fees and timescales – agreement, understanding and no nasty surprises
  • Client communication – develop a strategy and stick to it
Complaints and criticism recovery:
  • Owning up to a problem
  • Handling and defusing the angry client
  • How to put things right – conflict handling strategies and/or the perfect apology
  • Your complaints handling systems – timely, efficient and effective
  • Compliance issues – the PCC and the LSA

Show all


3 hours


Package Price
Click here for details

Non Member

(Excluding VAT)


Martin RichardsonDetails

No Image available


Tue 12 Nov 2019 Book

14:00 | London
Martin Richardson

Buy documentation from £79.00

Documentation Purchase course documentation »

Related items

About membership

CLT membership provides excellent service, great value for money and above all, quality events saving up to 50% of your training costs.

Keep in touch

Follow us on

Linkedin twitter

Help & Support

For help, support and bookings call:
+44 (0)121 362 7705 or visit our support section for FAQs, venue maps and brochures.