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Handling complaints effectively can help law firms resolve concerns early, protect client relationships and identify opportunities to improve their services.
Legal Eye provides live, interactive complaints handling training exclusively for your firm. The session helps participants understand how to recognise and respond to complaints, communicate constructively with dissatisfied clients and follow the relevant regulatory requirements.
Training can be tailored to reflect your firm’s services, internal complaints procedure and the responsibilities of those attending.
Live training tailored to your firm
The training is delivered as a live, online 60-minute session exclusively for your firm.
Before the session, Legal Eye will discuss your firm’s requirements, intended audience and any particular complaints-handling challenges or areas of focus.
Following the training, your firm will receive a recording of the session and a copy of the presentation slides. These can be retained as supporting training resources and shared with colleagues who were unable to attend.
What the training covers
The session can cover:
- Recognising and responding to complaints
- Managing client expectations
- The importance of clear and effective communication
- Responding constructively to negative feedback
- Investigating a complaint fairly
- Taking practical steps when something goes wrong
- Resolving concerns at the earliest appropriate opportunity
- Preparing an appropriate final response
- Relevant complaints-handling deadlines
- Signposting clients to the Legal Ombudsman
- Recording, monitoring and learning from complaints
- Using complaints to improve client service and internal processes
Why effective complaints handling matters
A complaint handled promptly, fairly and constructively may be resolved before it develops into a more serious dispute.
Effective complaints handling can help firms maintain client confidence, identify recurring service issues and demonstrate that concerns are taken seriously.
It also supports compliance with the regulatory requirements applying to first-tier complaints and escalation to the Legal Ombudsman.
Understanding complaints and Legal Ombudsman signposting
Where a complaint has not been resolved to the client’s satisfaction, the firm’s final response must provide the required information about referring the matter to the Legal Ombudsman.
The final response should explain that the Legal Ombudsman is available, provide its full contact details and inform the client of the applicable six-month referral period.
Training helps participants understand how these requirements fit into the wider complaints-handling process.
Who is the training for?
The training is suitable for people across the firm, including:
- Partners, directors and managers
- Complaints handlers
- COLPs and compliance professionals
- Solicitors and other fee earners
- Trainees and paralegals
- Reception, administrative and client-care teams
- Other staff who communicate with clients or may receive complaints
The content can be tailored to reflect the responsibilities and experience of those attending.
How the training works
1. Initial discussion: We discuss your firm’s requirements, intended audience and any particular areas of concern.
2. Tailored preparation: The session is adapted to reflect your firm’s services, procedures and training priorities.
3. Live online training: An experienced Legal Eye trainer delivers an interactive 60-minute session exclusively for your firm.
4. Follow-up resources: Your firm receives the session recording and presentation slides for future reference.
What participants will learn
By the end of the session, participants should have a clearer understanding of:
- How to recognise when dissatisfaction may amount to a complaint
- The importance of listening and responding constructively
- How communication and expectation management can prevent escalation
- The key stages of an effective complaints process
- Relevant response and signposting requirements
- How to learn from complaints and improve client service
- When a concern should be escalated internally
Training from complaints and compliance specialists
Training is developed and delivered with input from Legal Eye’s wider team of experienced legal-sector risk and compliance professionals.
Our practical approach helps participants understand how complaints-handling requirements apply to real client interactions and the situations they may encounter in their day-to-day work.
Your firm may also benefit from our outsourced complaint handling service, online compliance training or editable complaints procedure templates.
Discuss Your Training Requirements
Frequently Asked Questions
Who is the training designed for?
The training is suitable for people across the firm, including partners, directors, managers, complaints handlers, COLPs, compliance professionals, solicitors, fee earners, trainees, paralegals and client-facing support staff.
The content can be adapted to reflect the responsibilities and experience of those attending.
How long does the session take?
The live training session takes approximately 60 minutes.
Is the training delivered live and online?
Yes. The training is delivered as a live and interactive online session exclusively for your firm.
Can the session be tailored to our firm?
Yes. Before the training, Legal Eye will discuss your firm’s requirements, intended audience and any particular complaints-handling challenges or areas of focus. The session can then be tailored to reflect your firm’s services, procedures and training priorities.
Will we receive a recording, and can it be shared with colleagues who cannot attend?
Yes. Following the session, your firm will receive a recording of the training. This can be retained as a supporting training resource and shared with colleagues who were unable to attend the live session.
Are presentation slides provided?
Yes. Your firm will receive a copy of the presentation slides following the training. These can be retained for future reference alongside the session recording.