This seminar covered the best practice in handling client complaints. It aimed to help barristers, clerks and chambers management staff to gain a better understanding of the reasons complaints are made by clients, how to try and avoid them, and when they do arise, how to best manage them.
- Gain insight into the nature of complaints received against barristers.
- Understand handling complaints from a chambers management perspective.
- Hear about managing complaints from Direct Access clients.
- Receive practical advice on how to guide clients through the complaints process.
- Understand what makes a client vulnerable and the additional support they may require during the complaints process.
Handling complaints from vulnerable clients
Jason Chapman, Ombudsman at the Legal Ombudsman, gave insight into the nature of complaints received against barristers and will discuss case studies involving vulnerable clients.
Handling complaints from the chambers management perspective
Liz Dux, Chambers Director of Littleton Chambers, discussed handling complaints from the chambers management perspective.
Direct Access clients
Daniel ShenSmith, who sits on the Bar Council's Direct Access Panel, discussed managing complaints from Direct Access clients and the vulnerabilities of this particular group of clients.
Working closely with the members of Chambers and the Practice Directors, Paul is responsible for the strategic development and day to day operations at Landmark. His responsibilities include business and client development, finance, ICT, HR and Marketing.
Prior to joining the team at Landmark he held a number of senior positions in leading UK law firms. During his early career Paul worked in the City.
Paul is on the Executive Committee of the Legal Practice Management Association (LPMA).