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Complaints and investigations

Handling Complaints

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The nature of legal work means that solicitors can find themselves facing complaints from existing or former clients. Whether big or small, all complaints must be taken seriously. How you handle complaints is essential to complying with your professional conduct regulations, but it’s also an opportunity to improve your client services. 

The course identifies key regulatory requirements regarding complaints and explores the nature of both informal and formal complaints. In doing so, it considers complaint handling processes and the involvement of third parties, such as the Legal Ombudsman (LeO) and the Solicitors Regulation Authority (SRA). 

Through easy-to-understand chapters, this course will equip you with relevant knowledge to identify and manage complaints and remain compliant.  

This online course was written by Emma Jones and Caroline Strevens. 

Please note, this module was part of the Client Care Microcredential course.

What this will cover

This course will cover the different type of complaints, both informal and formal, as well as how to cope with complaints. 

Learning outcomes

By the end of this course, you will be able to:

  • identify and analyse common causes of complaints
  • explain the types of complaints and complaint-handling processes
  • understand how to handle complaints appropriately
How you will learn

Course format

This interactive online training course consists of the following elements:

  • an interactive course presentation, with a variety of knowledge checks interspersed throughout
  • an end-of-course assessment to test the learner’s understanding of the topics covered

Our courses conform to Web Content Accessibility Guidelines 2.1. However, some members may require an alternative version for accessibility purposes. This is available upon request via our contact us form.

Assessment

In order to pass the assessment, you must achieve a mark of 60%.    

The knowledge checks included in the course presentation are intended to aid your understanding of the content and offer the opportunity to apply your knowledge. They do not form part of the assessment.   

The course will take approximately 70 minutes to complete, excluding the assessment.

No. of items Discount
11 – 19 15%
20 – 29 20%
30 – 39 25%
40 + 30%
£115.76 ex VAT
Type of training
CPD
Format
Online course
Level
Intermediate
Who is this for?
Freelance solicitors
Junior lawyers
Practice managers
Small firms lawyers
Solicitors
Course length
70 mins
Assessment type
MCQs (Multiple Choice Questions).
SRA Competence
A1
A2
C2

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