£65.27 – £97.61

Learning from Our Mistakes - Client Complaints Essentials Roadshow - Glasgo...

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Date and Time

Location

Location

Legal Services Agency Ltd

134 Renfrew Street

3rd Floor, Fleming House

Glasgow

G3 6ST

United Kingdom

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Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description

Description

The Scottish Legal Complaints Commission has dealt with over 5000 complaints in relation to the actions of legal practitioners since opening its doors in 2008. This seminar asks: What are the most common causes of complaints and how might these be avoided? How are the complaints handled by the SLCC? What are the benefits of conciliation - including formal mediation? How can we develop robust client complaints processes to resolve complaints at an early stage? This morning practical session is aimed at legal professionals in general and in particular client complaints partners, and offers the chance to learn from our mistakes.

CPD 3 hours

Registration and coffee 9.30am

PEAT Outcome - Professionalism / Professional communication

OBJECTIVES

  • Understanding how the Scottish Legal Complaints Commission handles complaints, with focus on the options of conciliation and mediation and how we deal with 3rd party complaints
  • Learn about the most common causes of client dissatisfaction
  • Gain tips on how best to avoid client complaints
  • Learn best practice in complaints handling
  • Explore case studies and discuss best practice
  • Learn about developments in the legal complaints landscape and how those may impact you

PARTICIPANTS

Solicitors at all stages of their careers from trainees and paralegals to client complaints managers.

SPEAKER

David Buchanan-Cook, is Head of Oversight for the Scottish Legal Complaints Commission. David is the Commission’s representative on the SLCC’s Consumer Panel which was established in January 2015 to promote the interests of legal consumers, particularly vulnerable clients. He also has a regular column which appears in the Journal and has regular features in the Scotsman. Prior to working for the SLCC David held a variety of investigation-based roles in both the public and private sectors.

PROGRAMME

9.30-10.00 Registration and Coffee

10.00-11.15 - Session 1:

  • SLCC - scope and remit of the Commission and how we deal with complaints
  • High risk business areas in terms of client dissatisfaction
  • How well you identify complaints – do we all (practitioners and clients) have a common understanding?
  • Tips on how best to “avoid” client complaints

11.15-11.30 Tea & Coffee Break

11.30-12.45 - Session 2:

  • When it happens to you - best practice in complaints handling
  • What makes a model complaint handling process?
  • Horizon scanning - the impact of recent and future changes in legislation and practice

12.45-13.00 Q&A and Discussion

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Date and Time

Location

Legal Services Agency Ltd

134 Renfrew Street

3rd Floor, Fleming House

Glasgow

G3 6ST

United Kingdom

View Map

Refund Policy

Refunds up to 7 days before event

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