Online learning

Below you can view four bitesize video's based on the courses we usually deliver in person or online: 

  1. Our process - how we approach complaints and case fees
  2. Preventing complaints - steps service providers can take to prevent complaints
  3. Good complaint handling - guidance on good complaint handling procedures, recognising and responding to complaints
  4. Determining complaints - our approach to determining service and tips for handling and resolving complaints internally 

Upcoming events

Our courses are free to attend and are available to professionals who work for a firm regulated under the Legal Services Act. They are an opportunity to meet investigators and ombudsman, find out how we work and review your own practice. 

We regularly speak at conferences and events. Please contact us if you would like us to speak at one of your events.


There are currently no workshops scheduled. Keep an eye on this page for future events. 


Past Events

Complaint handling course - residential conveyancing

Complaint handling course - residential conveyancing

-

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

Complaint handling course - wills and probate/family law

-

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

Complaint handling course - personal injury and litigation

-

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.