Handling client complaints 2022

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.

Why attend

• 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. 

Agenda

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. 

Speakers

Paul Newhall

 

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).

Daniel ShenSmith

 

Daniel came to the Bar after 20 years in business, which he continues to operate. He is Public Access, and Litigation authorised and piloted the Bar Standards Board's first Licensed Body Alternative Business Structure. Running ShenSmith Barristers (chambers) and ShenSmith Law, Daniel has a great deal of experience in complaints handling and best practices.

Liz Dux

 

Liz Dux has been the Chambers Director of Littleton Chambers since January 2017 and is also on the Executive Committee of the Legal Practice Management Association. Prior to joining Chambers, she was a Partner at Russell Jones and Walker (now Slater & Gordon) specialising in Child Abuse claims. She was a client care partner and as such as dealt with complaints handling from both aspects of the profession.    

Jason Chapman

 

Jason is an experienced Commercial Manager, having worked negotiating and managing high value contracts for over 10 years in a number of sectors, including consumer finance, leasing, travel and facilities management. During this time, he also gained considerable experience managing regulatory and compliance functions.