This session will explore the most common types of complaints received by LeO and provide practical guidance on how to prevent, manage and resolve them effectively. It will examine how service providers can capture and embed learning from complaints to improve service quality and reduce future issues. The session will also introduce LeO’s new Model Complaints Resolution Procedure and the supporting resources available to help strengthen complaints handling processes.
Details
Speaker: Clair Daniel
Date: Wednesday 7th October, 2026
Time: 13:00 - 14:00
Areas of Law: Management
Competencies: B
Venue:
Online
Course Code: S4996
Speaker Biographies
Clair Daniel is a Senior Ombudsman with over 10 years’ experience at LeO. In her current role, her focus is on delivering learning and insight to the legal sector and helping to promote effective complaints handling. Her work is focused on the development and delivery of LeO’s Model Complaints Resolution Procedure, developing guidance and resources, delivering training, and working directly with service providers to strengthen their approach to complaints handling and service delivery.
Key aspects of her role as a Senior Ombudsman include writing high complexity decisions, playing a lead role in LeO’s Early Resolution Team, being the technical lead for immigration, and being a vulnerable customer champion. Clair also has significant experience and expertise in complaints and regulation across a number of sectors, including water and education.
Prices | |
|---|---|
| Member | £55 |
| Non-member | £70 |
| Training Passport | Free |