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.

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.

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.

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.

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.

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.

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.

Guest Speaker

Online event

Our ombudsman will be running focused complaint handling sessions at this years Society of Licensed Conveyancers annual conference.

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.

Guest Speaker

Online course with Devon and Somerset Law Society

Complaints handling course with Devon and Somerset Law Society