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 and Claims Management jurisdiction

Claims Management jurisdiction

Human Factors: how to avoid service failings The purpose of this course is to help claims companies improve their procedures to prevent service failings from occurring. In turn, this should reduce the number of customer service complaints received. For further details please see the course overview.

  • 15 November 2017, 1-5pm London

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.

  • 15 January 2018, 1-5pm Birmingham

Legal jurisdiction

Remedies and Learning from Complaints – The course will build on previous courses in terms of the themes and trends that we have seen. We will provide an update on our statistics. We will be discussing common complaints that we see and how these could be prevented. In addition to this, we will look at some of the contemporary issues that lawyers face when handling complaints and working through case studies. The course will also focus on the importance of complaints and what can be learnt from analysing the root cause of these. We will consider first tier complaints processes and remedies, including the role that an apology can play. For further details please see the course overview.

  • 22 November 2017, 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 3173

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: A guide to good complaint handling for the legal profession

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


CFA case study

Interview with a complainant

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