Tuesday 15th September 2020
10.00 am - 12.30 pm - this Webinar will be delivered using Zoom Web Conferencing
Speaker: Laura Barker, LeO
SRA Competence A, D
Part 1: Good complaint handling
The course will begin with an overview of our business process and an insight into our 2019-20 data. We will focus on our top tips for preventing complaints based on the most common complaints we investigate. In nearly a quarter of the complaints we dealt with during 2019-20, we found issues with the first tier complaint handling. This session will explore best practice in this area and the importance of recognising and responding to complaints appropriately.
Part 2 : Learning from complaints
In 49% of the cases we investigated between 2019-20, we found the service was unreasonable. This session will focus on how we determine the level of service provided – whether it was reasonable, what impact it had and what factors we take into account. We will then move on to explore the options for putting things right, looking at financial and non-financial remedies. Finally we’ll discuss case fees and managing challenging situations.
The Speaker: Laura Barker began her career as a paralegal in a family law firm. She then completed her training and qualified as a solicitor during which time she specialised in employment law. Laura joined the Legal Ombudsman as an investigator in early 2011 before her appointment to the role of Ombudsman, late in 2015.
No Charge to DASLS & PLS members/firms