Complaints handling workshop 24 SEPTEMBER 2020 10:30 - 12:30 Online course We are offering the opportunity for you to join a smaller group and speak with members of our ombudsman team to talk through your complaints process and questions such as whether your process needs updating or specific challenges you’re facing.
Good complaint handling webinar 08 OCTOBER 2020 10:00 - 11:15 Online webinar This course will begin with an overview of our business process and an insight into our 2019-20 data. We will focus on our top tips for preventing complaints based on the most common complaints we investigate. In nearly a quarter of the complaints we dealt with during 2019-20, we found issues with the first tier complaint handling. This session will explore best practice in this area and the importance of recognising and responding to complaints appropriately.
Sunderland Law Society complaints handling course 13 OCTOBER 2020 12:00 - 14:30 Guest Speaker Online webinar A webinar for Sunderland Law Society members only. This session will focus on good complaint handling and learning from complaints. We will share our top tips for preventing complaints and best practice in first tier complaint handling. In 51% of the cases we investigated between 2019-20, we found the service was unreasonable. We will discuss how we determine the level of service provided and what other factors we take into account. We will also look at options for putting things right with the consumer, exploring financial and non-financial remedies. We will also talk about case fees and managing challenging situations.
Learning from complaints webinar 15 OCTOBER 2020 10:00 - 11:15 Online webinar In 51% of the cases we investigated between 2019-20, we found the service was unreasonable. This session will focus on how we determine the level of service provided – whether it was reasonable, what impact it had and what factors we take into account. We then move on to explore the options for putting things right, looking at financial and non-financial remedies. Finally we discuss case fees and managing challenging customers.
Society of Licensed Conveyancers - complaint workshops 13 OCTOBER 2020 12:00 - 12:00 Guest Speaker Online event Our ombudsman will be running focused complaint handling sessions at this years Society of Licensed Conveyancers annual conference.
Bar Council Complaints Handling seminar 11 NOVEMBER 2020 17:00 - 18:30 Guest Speaker Online course We are working with the Bar Council to hold this complaints handling session specifically for barristers. We'll look in depth at the complaint types and issues which are common in this area.
Good complaint handling and learning from complaints 15 SEPTEMBER 2020 12:00 - 12:00 Guest Speaker Online course with Devon and Somerset Law Society Complaints handling course with Devon and Somerset Law Society
Complaint handling course - residential conveyancing 21 APRIL 2021 11:00 - 13:00 Online webinar This is a course we have run previously, however the case studies and data for this one will focus on complaints in residential conveyancing. We will share our top tips for preventing complaints and best practice in first tier complaint handling. We will discuss how we determine the level of service provided and what other factors we take into account. We will also look at options for putting things right with the consumer, exploring financial and non-financial remedies. Finally, we talk about case fees and managing challenging situations.
Complaint handling course - wills and probate/family law 28 APRIL 2021 11:00 - 13:00 Online webinar This is a course we have run previously, however the case studies and data for this one will focus on complaints in wills and probate and family law. We will share our top tips for preventing complaints and best practice in first tier complaint handling. We will discuss how we determine the level of service provided and what other factors we take into account. We will also look at options for putting things right with the consumer, exploring financial and non-financial remedies. Finally, we talk about case fees and managing challenging situations.
Complaint handling course - personal injury and litigation 05 MAY 2021 11:00 - 13:00 Online webinar This is a course we have run previously, however the case studies and data for this one will focus on complaints in personal injury and litigation. We will share our top tips for preventing complaints and best practice in first tier complaint handling. We will discuss how we determine the level of service provided and what other factors we take into account. We will also look at options for putting things right with the consumer, exploring financial and non-financial remedies. Finally, we talk about case fees and managing challenging situations.
