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.


Good complaint handling course - virtual

Good complaint handling course - virtual

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Online

This online course will begin with an overview of our business process and an insight into our 2021/22 data. We will focus on our top tips for preventing complaints based on the most common complaints we investigate. In over a quarter of the complaints we dealt with during 2021/22, 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.

Learning from complaints course - virtual

Learning from complaints course - virtual

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Online

In 56% of the cases we investigated between 2021-22, we found evidence of poor service. This online 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 will then move on to explore the options for putting things right, looking at financial and non-financial remedies. We also discuss case fees and managing challenging situations.

LeO myth busting

LeO myth busting

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Online

This course will address the common questions and myths about the Legal Ombudsman’s work. Myths such as finding in favour of complainants and case fee charges will be addressed as well as questions around whether we can accept complaints from beneficiaries or non-clients. We will provide clarity on how we approach complaints about negligence, our time limits and how we determine service. Case studies will be used throughout to show examples of how we approach complaints in some of these areas.

Language of complaints

Language of complaints

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Online

The language used in handling complaints can have a significant impact on the outcome. This course will focus on research undertaken to identify better practice for the use of language by both the Ombudsman and service providers. The lessons identified will help service providers to understand how language can be a barrier to resolving complaints early on and how it can impact on consumers’ behaviour and choices. We will share examples of good/bad complaint responses and our recommendations for improving complaint handling with the use of language.

Past Events

Complaint handling course - residential conveyancing

Complaint handling course - residential conveyancing

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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

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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

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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.

Risk and Compliance Annual Conference 2022

Risk and Compliance Annual Conference 2022

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London

We will be speaking at the Law Society hybrid Risk and Compliance event this year. We will be discussing best practice solutions on effective complaints handling.

Best practice complaint handling in association with Bristol Law Society

Best practice complaint handling in association with Bristol Law Society

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Online webinar

This webinar will cover the role of the Legal Ombudsman, recent data showing complaint themes, how to avoid and resolve complaints.

Liverpool Law Society Compliance Conference

Liverpool Law Society Compliance Conference

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Liverpool Law Society, L3 9NY

This conference will be your one-stop shop for best practice legal regulatory compliance and will give you practical support to help you stay ahead.

SPG 25th Annual Conference

SPG 25th Annual Conference

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Carden Park, Chester, CH3 9DQ

Sole practitioners 25th Annual Conference