Complaint Handling – The art and science – a workshop

Workshop: The art and science of complaint handling

Download PDF version Complaint handling workshop

Non-accredited CPD: 3 hours

Useful for: Fee earners, department heads, risk managers, partners, COLPs, practice
Numbers: Up to a max of 10 participants
Cost: £400 per workshop


• The historical regulation of law firm complaint handling and where we are today
• Introduction to LeO’s current experiences of complaint handling and review of LeO data
• 5 reasons why it pays to get very good at complaint handling
• 5 examples of what happens when you get it wrong
• Examination of the top 5 categories of complaints handled by LeO and why they occur
• Examination of your firm’s own complaint procedures and history compared to minimum
standards expected by LeO and SRA
• Record keeping requirements
• Case studies and interactive coaching session to encourage best practice in complaint handling at
all levels of the business


As a former partner at innovative regional law firm Martin Kaye, and now a very ‘hands-on’
consultant specialising in risk, standards and business improvement, Chris Cann has years of ‘coalface’
experience to draw on. He pioneered the use of case management to support Lexcel accreditation,
drove Martin Kaye’s achievement of Investors in People, has delivered projects around OFR and
CQS, and is now helping out small-to-medium size firms meet the growing challenges associated with
compliance and customer service.
For more details contact: | 07711 929153