The Liver Building

Complaints to Compliments


Speaker: Vicky Ling

Date: Friday 17th September, 2021

Time: 13:30 - 16:30

Areas of Law: Management

Competencies: C2


Course Code: S4521


Can’t make the date/time or need to revisit the training? No problem, booking onto this event means you will receive a link to access a recording of the event at your leisure!

The link will be sent within approx 72hrs of live broadcast & be available for approx. 3 months, to view as many times as you wish.

Many practices report that they are receiving more complaints since the COVID pandemic. This half day course will give complaints partners/officers/COLPs confidence in running practical and compliant complaints procedures. It includes real life case studies and round table discussions:

  • Working within the Legal Ombudsman’s good practice guidelines
  • Meeting the SRA’s standards and regulations 2019
  • Compliant wording for client care letters
  • Sharing the load – who to involve in complaints handling
  • How to prevent complaints by getting things right from the start
  • 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