Engaging with the Lay Complainant

Engaging with the Lay Complainant

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Online event

Engaging with the Lay Complainant

About this event

Date: 13 June 2022

Time: 13:00 - 14:30

Cost: Free of Charge

CPD Hours: 1.5 Group Study

This session will include:

- an overview of the current complaints landscape - John Mackell, Head of Professional Conduct, Law Society of Northern Ireland;

- dealing with complaints from the perspective of the LSNI Client Complaints Committee – Reg Rankin, Chair of the Client Complaints Committee, Law Society of Northern Ireland;

- the work of the Legal Services Oversight Commissioner including report findings, views, comments and observations on how solicitor firms could improve complaint management – Marian Cree, Legal Services Oversight Commissioner.


The session will be delivered by:

John Mackell - Head of Professional Conduct, Law Society of Northern Ireland

John was admitted to the Roll of Solicitors in Northern Ireland in 2004 and in the Republic of Ireland in 2008. He spent over 10 years in private practice primarily in the areas of Criminal Law, Litigation and Public Law. He holds professional qualifications in both Mediation and Investigatory Practice. He was previously appointed by the Minister of Justice as Presiding Member of the Civil Legal Services Appeals Panel for Northern Ireland and was formerly an appointed Legal Chair of the Health and Social Care Board’s Disciplinary Panel. He currently acts as Secretary to the Society’s Remuneration Panels.

Reg Rankin – Chair of Client Complaints Committee

Reg was admitted onto the Roll as a solicitor in 1990. He has been a Partner/Director in Breen Rankin Lenzi since its formation in April 2007.

Reg was Chairman of the Belfast Solicitors Association from November 2011 until November 2012. He has been on the Council of the Law Society of Northern Ireland since 2017 and has chaired the Client Complaints Committee since December 2018. Reg also assisted in compilation of the most recent edition of the Guidelines for the Assessment of General Damages in Personal Injury Cases in Northern Ireland (The Green Book).

Marion Cree – Lay Observer

Marian Cree has held the position of Legal Services Oversight Commissioner since 1st April 2017. Her appointment was for an initial term of 3 years and has recently been renewed for a further 3 years.

Marian’s career has been varied. She left school aged sixteen and joined the Northern Ireland Civil Service, spending the next thirty-two years working across a wide range of posts including Head of Learning and Curriculum Policy within the Further Education Division with lead responsibility in NI for the Reform and Regulation of Vocational Qualifications and the curriculum within the FE sector. In more recent years she was the Head of Energy Policy at the Consumer Council NI (CCNI) with responsibility for developing policies in line with CCNI’s statutory duties on all aspects of the energy market in NI.

Marian was the initial appointee as the Head of the Competition and Markets Authority (CMA) Office NI office when it opened in May 2015 and was involved in a number of the CMA Market Studies including Energy, Legal Services, Pay Day Loans, Care Homes and Banking.

All Tickets are non-refundable & non-transferable.

Please note that all events are recorded and may be made available post event.