Good complaint handling 18 JANUARY 2023 10:00 - 11:30 Online Due to popularity, we are re-running this course. It will begin with an overview of our business process and an insight into our 2021/22 data. We will focus on our top tips for preventing complaints based on the most common complaints we investigate. In over a quarter of the complaints we dealt with during 2021/22, 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.
Learning from complaints 25 JANUARY 2023 10:00 - 11:30 Online Due to popularity, we are re-running this course. In 56% of the cases, we investigated between 2021-22, we found evidence of poor service. This online 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. We also discuss case fees and managing challenging situations.
Bitesize Scheme Rule changes 01 FEBRUARY 2023 11:00 - 11:30 Online In this bitesize session we will look at the Legal Ombudsman's journey and some of the new ways of working recently implemented. Ombudsman, Jason Chapman will then discuss the key changes to our Scheme Rules and the impact these will have.
LeO myth busting 08 FEBRUARY 2023 10:00 - 11:00 Online Due to popular demand, we are re-running this course. This course will address the common questions and myths about the Legal Ombudsman’s work. Myths such as finding in favour of complainants and case fee charges will be addressed as well as questions around whether we can accept complaints from beneficiaries or non-clients. We will provide clarity on how we approach complaints about negligence, our time limits and how we determine service. Case studies will be used throughout to show examples of how we approach complaints in some of these areas.
Language of complaints 15 FEBRUARY 2023 10:00 - 11:00 Online Due to popular demand, we are re-running this course. The language used in handling complaints can have a significant impact on the outcome. This course will focus on research undertaken to identify better practice for the use of language by both the Ombudsman and service providers. The lessons identified will help service providers to understand how language can be a barrier to resolving complaints early on and how it can impact on consumers’ behaviour and choices. We will share examples of good/bad complaint responses and our recommendations for improving complaint handling with the use of language.
Bitesize Scheme Rule changes 22 FEBRUARY 2023 11:00 - 11:30 Online (This is a repeat session) In this bitesize session we will look at the Legal Ombudsman's journey and some of the new ways of working recently implemented. Ombudsman, Jason Chapman will then discuss the key changes to our Scheme Rules and the impact these will have.
Bitesize Scheme Rule changes 07 MARCH 2023 14:00 - 14:30 Online (This is a repeat session) In this bitesize session we will look at the Legal Ombudsman's journey and some of the new ways of working recently implemented. Ombudsman, Jason Chapman will then discuss the key changes to our Scheme Rules and the impact these will have.
Bitesize Scheme Rule changes 21 MARCH 2023 10:00 - 10:30 Online (This is a repeat session) In this bitesize session we will look at the Legal Ombudsman's journey and some of the new ways of working recently implemented. Ombudsman, Jason Chapman will then discuss the key changes to our Scheme Rules and the impact these will have.
A practical approach to determining remedies 04 JULY 2023 10:00 - 11:00 Online This webinar will cover what is reasonable - how we determine complaints, what we look for and what we expect. It will focus on pitching remedies - the ombudsman's approach to remedies where complaints have been upheld and what remedies we can direct. Finally it will cover the power of an apology.
A practical approach to determining remedies 19 JULY 2023 10:00 - 11:00 Online This webinar will cover what is reasonable - how we determine complaints, what we look for and what we expect. It will focus on pitching remedies - the ombudsman's approach to remedies where complaints have been upheld and what remedies we can direct. Finally it will cover the power of an apology.
Complaint handling webinar - Personal Injury and Litigation 19 SEPTEMBER 2023 10:00 - 12:00 Online This webinar is aimed at helping service providers deal with complaints effectively at first tier. The webinar will cover the Legal Ombudsman's business process. It will look at complaint prevention as well as how to respond and deal with complaints effectively. Finally it will cover how to resolve complaints. The case studies and details used throughout will be focussed on Personal Injury and Litigation.
Complaint handling webinar - Residential Conveyancing 27 SEPTEMBER 2023 14:00 - 16:00 Online This webinar is aimed at helping service providers deal with complaints effectively at first tier. The webinar will cover the Legal Ombudsman's business process. It will look at complaint prevention as well as how to respond and deal with complaints effectively. Finally it will cover how to resolve complaints. The case studies and details used throughout will be focussed on Residential Conveyancing.
Complaint handling webinar - Family Law and Wills and Probate 11 OCTOBER 2023 10:00 - 12:00 Online This webinar is aimed at helping service providers deal with complaints effectively at first tier. The webinar will cover the Legal Ombudsman's business process. It will look at complaint prevention as well as how to respond and deal with complaints effectively. Finally it will cover how to resolve complaints. The case studies and details used throughout will be focussed on Family Law and Wills and Probate.
An Ombudsman's View of Good Costs Service 24 JANUARY 2024 10:00 - 11:30 Online Costs and cost information frequently feature in the complaints LeO receives. The quality of cost information provided to the client is especially important, given that many people who engage with legal services are experiencing stressful and difficult situations. Their focus will often be on things other than how much they are paying for the work and our recently refreshed guidance is designed to help lawyers deliver a service that reflects the individual client’s needs. Don't miss the opportunity to gain valuable insights and practical tips designed to help lawyers understand what we consider to be reasonable service.
A practical approach to determining remedies 31 JANUARY 2024 10:00 - 11:00 Online This webinar will cover what is reasonable - how we determine complaints, what we look for and what we expect. It will focus on pitching remedies - the ombudsman's approach to remedies where complaints have been upheld and what remedies we can direct. Finally it will cover the power of an apology.
