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.