The Liver Building

Complaints to Compliments


Speaker: Vicky Ling

Date: Friday 15th November, 2019

Time: 13:30 - 16:30

Areas of Law: Civil Litigation; Company & Commercial; Criminal; Employment; Family; Management; Personal Injury; Property; Wills, Trust, Tax & Probate

Competencies: C2

Liverpool Law Society,
2nd Floor Helix,
Edmund Street,
L3 9NY

Course Code: S4364


This half day course will give complaints partners/officers confidence in running practical and compliant complaints procedures. It is fully updated to meet the 2019 SRA Standards and Regulations. It includes real life case studies and round table discussions:

  • Working within the Legal Ombudsman’s good practice guidelines
  • Meeting new SRA Standards and regulations 2019
  • Compliant wording for your client care letters
  • Responding to litigants in person
  • How to prevent complaints by getting things right from the start
    • Good client care including Code of Conduct 2019 requirements
    • Risk management
  • Fostering a positive culture to prevent complaints escalating
  • Learning from complaints


Speaker Biographies

Vicky Ling started her career in a trading standards department. Vicky has managed a Law Centre and so also has an insight into complaints handling from the legal practice perspective. As a management consultant, she has worked with hundreds of solicitors’ practices to improve systems, service delivery and the client experience. She is co-author (with Fiona Westwood) of the ‘Complaints Handling Toolkit’ and ‘Client Care Toolkit’, published by the Law Society. Vicky is an accredited Lexcel consultant.


Member £105
Non-member £150
Corporate Member Training Offer 1 Credit
Training Season Ticket Free
Note: 20% VAT added at checkout