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Central Law Training is the UK’s leading provider of post-qualification training for legal professionals. Over 30 years, we’ve helped thousands of people from law firms large and small enhance their skills, increase their expertise and meet their professional development requirements. View our comprehensive suite of legal training below:

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As part of our comprehensive legal training solution, we offer specialist training, accreditation schemes and professional qualifications in the legal, corporate, financial, property and other professional sectors. Through our network of partnerships with the country’s leading universities, professional associations and qualification bodies, we can offer you a wide range of qualifications to help you progress your career, increase your marketability, and achieve your goals.

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Central Law Training is a leading provider of specialist paralegal training, pioneering the concept over 20 years ago. Flexible distance learning in your chosen area of law enables you to gain a graduate level subject specific Specialist Paralegal Qualification that fits around your current work and family commitments. View our comprehensive suite of specialist paralegal qualifications below:

Every year CLT produces a variety of law conferences providing you with a unique choice of training and networking. We make these highly regarded events available in a central London venue.

Can't find the training that meets your team's development needs? If so, then Central Law Training’s On-site training team can help you to achieve your goals and ensure your team receives the training they need.

Combining excellent service, great value for money and above all, quality events saving up to 50% of your training costs, it puts you in the driving seat and delivers real results.

We are the UK’s leading provider of post-qualification training for legal professionals. For 30 years, we’ve helped thousands of students and professionals from companies large and small enhance their skills, increase their expertise and meet the SRA continuing competency requirements.

We have dedicated phone numbers for our departments so you can get help with your enquiries efficiently and effectively.

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.

Type	Public Course
Level	Foundation
Duration	3.0 Hours
SRA	A, C, D

Did you know? Members can receive packages from £37.50/hour
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Topics covered

The course covers:

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

Speakers

Martin Richardson

Details and courses

Available dates (1)
Wed 18 Mar 2020 - 2:00PM	London	Members save up to 50% off training£255

Purchase course documentation
Course Notes - Effective Complaints Handling	£60

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