Complaints Handling

In this comprehensive course you will learn and understand the principles of complaint handling.

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Course Overview

Delivered by Director Katie Jackson, this course examines SRA standards and regulation relating to complaints handling. This session will consider the following topics:

The principles of complaint handling

Learn about the LeO scheme

Learn about the the relevant sections of the new SRA Standards and Regulations and

the CLC requirements for complaint handling

Understand the difference between a client complaint and a third party complaint

What are the requirements?

  • Watch the recorded webinar and review the supporting documentation. This course provides 1 CPD point

Learning Outcomes

  • To gain a greater understanding of SRA standards and regulation relating to complaints handling and the case law surrounding them

What is the target audience?

  • Law Firm Practitioners


About Instructor - Katie Jackson

Katie Jackson is a consultant specialising in law firm compliance and regulation. A former Inspector for the Council for Licensed Conveyancers, Katie led and managed inspections of some of the largest conveyancing practices in the country. Prior to working for the CLC, Katie spent a number of years working in various inspection and policy roles for the Solicitors Regulation Authority, and Legal Services Commission.

Course Curriculum

Recorded Webinar

  • Introduction

Supporting Documentation

  • Slides
    32 Page
  • Essential Guide to Complaints Handling Notes
    18 Page