Coffee Conversation - Regulatory Round-Up

Regulatory Round Up: Claims, Compliants and Caseload Pressures

Hosts: Eilish Cullen and Jessie Williams

The regulatory landscape has shifted significantly over the last year, with the SRA placing fresh emphasis on complaints handling, client care quality, and the way firms manage workloads and resourcing. Many firms are feeling the strain and want clarity on what the regulator now expects.

In this Coffee Conversation, Teal Compliance Associate and Head of Partnerships, Eilish Cullen, unpacks the latest trends in regulatory supervision, the themes emerging from recent SRA interventions, and what firms can do to strengthen their client care and risk management processes while still managing capacity pressures.

Eilish and Jessie will cover:

• Effective complaints handling- root cause analysis, complaints registers, board discussions and implementation.
• The importance of an open-door culture
• The importance of supervision and file reviews to identify trends in non-compliance (a pro-active approach)
• The importance of data- are supervisors using operational reports to manage caseloads etc/healthy workplace etc.

This free online session helps compliance officers and senior managers stay ahead of regulatory expectations and avoid common pitfalls.

About our speakers:

Eilish Cullen is a Senior Associate and Head of Partnerships at Teal Compliance with deep experience in regulatory compliance, client care frameworks, and SRA standards. Known for her calm, practical approach, Eilish works with firms to build systems that support both compliance and healthy workloads.

Jessie Williams Director of Risk and Compliance at Excello Law

Jessie Williams is a qualified solicitor and award-winning compliance leader, named Rising Star at the Women in Governance, Risk and Compliance Awards 2024. With over 20 years’ experience across legal services and banking, she has specialist expertise in AML, SRA regulation, GDPR, and professional conduct.

Now Director of Risk and Compliance at Excello Law, Jessie leads the firm’s compliance programme and acts as a trusted adviser to its lawyers and teams. Her career includes governance roles at multiple law firms and significant regulatory responsibilities in the banking sector. Recognised for her practical insight and leadership, Jessie is passionate about shaping the future of risk and compliance in the legal industry.

Date: 12 February 2026 at midday

Location: Online (link provided on registration)

Cost: Free (no suppliers - law firm compliance officers and law firm senior management only)

Bring your curiosity for a grounded conversation about what the SRA is really focusing on right now.