Courses and Decisions

We aim to help claims management companies and legal service providers improve their service. We do this through our training courses, videos and regular feedback.

You can also get more information about our ombudsman decisions and complaints data here.

Professional learning courses

Our courses focus on first tier complaints handling and best practice. We aim to help service providers understand the Legal Ombudsman’s investigation process and how to introduce different aspects of complaint handling and customer care.

Upcoming courses

Legal jurisdiction

Remedies and Learning from complaints. This course looks at the common complaints that we see and how they can be prevented. We also look at some of the common issues lawyers face when they are handling complaints as well as the process of first tier complaints handling and how to put things right. For further details please see the course overview.

  • 23 February, 12-4pm Birmingham

Claims Management jurisdiction

Accident Management Complaints: providing a positive customer journey – This course has been developed in order for accident management companies (AMC) to find out more about the Legal ombudsman’s jurisdiction over AMC complaints, our expectations of a reasonable standard of service, learn more about complaint trends and the types of remedies we offer. For further details please see the course overview.

  • 03 April 2018, 1-5pm Birmingham

Communication in Dispute Settings – the aim of this course is to look at communication in conflict or dispute settings. Specifically how poor communication can fuel mistrust and divide parties. Also how effective communication is key to constructive engagement between parties in dispute. For further details please see the course overview.

  • 24 April, 1-5pm Birmingham

How to register

To register for the course please complete the registration form.

Register for course

Or you can download and fill-in  this registration form and then send to:

Telephone:  CMC courses – 0121 245 3472
Legal courses – 0121 245 3087

Once we have received your registration form we will be in touch to confirm your place on the course and request payment as per our charging policy. (pdf opens in a window)

Our courses

We regularly run three courses that are led by our ombudsmen.

They are half-day courses, which take place around the country and are interactive and use case studies as well as presentations.

For more information about the courses please view the course overviews below.

Course: Remedies and Learning from Complaints for the claims management industry

Course: Human Factors: How to avoid service failings

Course: Remedies and Learning from Complaints for the legal profession

Details will appear on this page when new course dates are set but for further information about courses please email:


Delay and failure to progress claims

Interview with a complainant

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