Learning from complaints

Our events:

As we haven’t been able to get out and about as usual, we have delivered a series of online events and feedback has been very positive. Please get in touch if you’d like to discuss collaborating on an event or would like to register interest in future events on courses@legalombudsman.org.uk.

Upcoming events this autumn:

11 November
Dealing with client complaints at the Bar: Common pitfalls and best practice.
This course enables you to gain insight into the nature of complaints against barristers received by the Legal Ombudsman. You will also find out about the practical steps that chambers can take to handle complaints, and gain a better understanding of how to manage the expectations of, and communications with, vulnerable direct access clients. Click here to find out more.

Update on our bespoke complaints handling workshops:

We held our first complaint handling procedure workshop online in September.

These interactive sessions are for small groups only and offer service providers the opportunity to work with our ombudsman and understand where they need to update and refine their complaints handling procedures. Participants send in materials in advance which mean the ombudsman tailors the session and feedback to suit them.

In the first session we looked at some of the mistakes that were made in signposting information and how the language in letters and responses can put in place barriers which make it more difficult to resolve complaints at first tier.

It is a great opportunity to talk through your complaints process, discuss any key questions or concerns you may have and talk through any tricky complaints you are dealing with.

We have another session booked in October and more of these sessions will be added as and when we have enough firms interested. Please email courses@legalombudsman.org.uk if you would like to know more or register an interest in taking part in one of these sessions.

An update on our previous events:

Complaint handling webinars – over the last four months, we’ve held six webinars aimed at supporting the profession. These sessions have covered: recognising a complaint, common complaints and how to prevent them, determining the level of service, and putting things right. The sessions focus on practical advice and support and the feedback from the profession has been overwhelmingly positive.

Law Society engagement - we also ran some complaint handling webinars with Devon and Somerset Law Society and Sunderland Law Society. We’d be happy to work with others, so please get in touch.

Sole Practitioners Group – in September we delivered a webinar aimed at Sole Practitioners exploring the impact of COVID 19 and the top issues currently facing Sole Practitioners.

Future events and more information can be found in the Training and Events section of our new website.