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 includes real life case studies and round table discussions. It includes:

  • Working within the Legal Ombudsman’s good practice guidelines
  • SRA requirements
  • Useful wording for your client care letters
  • How to prevent complaints by getting things right from the start
    • Good client care
    • 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