CLC Encouraging Staff To Take Part In Complaints Handling Courses

The Counsel for Legal Conveyancers (CLC) are encouraging staff in their practices to consider professional learning courses provided for by the Legal Ombudsman.

The courses, that are focused on first-tier complaints handling and best practices, are aimed to help service providers understand the investigation process by the Ombudsman, as well as how to introduce different aspects to a practise’s complaints handling and their customer care.

The courses are done through a combination of presentations, Q&As and a combination of case studies.

The Ombudsman provides the course to any professional working for a firm regulated under the Legal Services Act and are free to attend.

Current courses include:

A guide to good complaint handling

The course will begin with an overview of the Ombudsman’s process and an insight into their 2019-20 data. The focus of the course will be on their top tips for preventing complaints based on the most common complaints they investigate.

In nearly a quarter of the complaints the Ombudsman deal with find issues with the first tier complaint handling, therefore the course will explore best practice in this area and the importance of recognising and responding to complaints appropriately.

This course will take place on Tuesday 14 July 2020 at 10:00-11:30 online.

Learning from complaints

Of all the cases investigated between 2019 – 2020, in 49% the Ombudsman found the service was unreasonable. This session will focus on how the Ombudsman determine the level of service provided – whether it was reasonable, what impact it had and what factors they take into account. It then move on to explore the options for putting things right, looking at financial and non-financial remedies. Finally the course discusses case fees and managing challenging customers.

This course will take place on Tuesday 21 July 2020 – 13:30-15:00 online

Virtual Complaints Handling workshops

As the Legal Ombudsman cannot offer the usual face to face courses at the moment, as an alternative they will be offering the opportunity to join smaller groups and speak with members of the Ombudsman team to talk through your complaints process and questions such as whether your process needs updating or specific challenges you’re facing.

Please email [email protected] if you would like to know more or register an interest in taking part in one of the sessions.

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