Risk Management - Client Complaints Essentials 'Roadshow' - DUNDEE

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Location

Malmaison Hotel

44 Whitehall Crescent

Dundee

DD1 4AY

United Kingdom

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Description

The Scottish Legal Complaints Commission has dealt with over 10,000 complaints about legal practitioners in Scotland since opening its doors in 2008. Analysis of SLCC data shows that, on average, each solicitor in Scotland can expect to receive at least 2 complaints within their professional lifetime. It’s therefore a potential - if not a real - risk for all practitioners, and the impact on businesses can be significant.

This seminar asks: What are the most common causes of complaints and how might the risk of these be better managed? How are complaints handled by the SLCC? What are the benefits of conciliation - including formal mediation? How can we develop robust client complaints processes to manage risks and resolve complaints at an early stage?

This morning practical session is aimed at legal professionals in general, and in particular client relations managers, and offers the chance to discuss ways to mitigate this key element of your risk management environment.

CPD 3 hours

Registration and coffee 9.30am

PEAT Outcome – Risk management / Professionalism / Professional communication

OBJECTIVES

  • Understanding how the Scottish Legal Complaints Commission handles complaints, with focus on the options of conciliation and mediation and how the SLCC deals with 3rd party complaints
  • Learn about the most common causes of client dissatisfaction
  • Gain tips on how best to avoid client complaints and manage the risk of complaints
  • Learn best practice in complaints handling to minimise financial and wider risk exposure
  • 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 sole practitioners and client relations managers.

SPEAKER

David Buchanan-Cook, is Head of Strategic Insight at the Scottish Legal Complaints Commission. David is the Commission’s representative on the SLCC 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 risk management and 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
  • Recognising and addressing high risk business areas in terms of complaints and client dissatisfaction
  • The risks of failing to identify and deal appropriately with vulnerable clients
  • How well do you identify complaints – do we all (practitioners and clients) have a common understanding?
  • Tips on how best to “avoid” client complaints and better manage the risk

11.15-11.30 Tea & Coffee Break

11.30-12.45 - Session 2:

  • When it happens to you - best practice in complaints handling to mitigate financial and reputational risks
  • What makes a model complaint handling process?
  • Understanding the impact of a complaint and how best we can support those who are complained about
  • Horizon scanning - the impact of recent and future changes in legislation and practice in legal complaint handling

12.45-13.00 Q&A and Discussion


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Date and Time

Location

Malmaison Hotel

44 Whitehall Crescent

Dundee

DD1 4AY

United Kingdom

View Map

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