Handling client complaints 2023

This seminar will 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 best to 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

Programme

Following the presentations from our three panel members, they will discuss the key challenges around complaints handling and will respond to questions from the audience.

Chair and speakers

Chair: Paul Newhall, Chief Executive at Landmark Chambers

 

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 co-Chair of the Chambers Management Working Group, a member of the Bar Representation Committee, and sits on the Executive Committee of the Legal Practice Management Association (LPMA).

Jason Chapman, Ombudsman at the Legal Ombudsman

 

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.

Clare Bello, Chief Executive of Cornerstone Barristers and co-Chair of the LPMA

 

Clare Bello is the Chief Executive Officer at Cornerstone Barristers (a leading public law set).  She is also the co-chair of the Legal Practice Management Association (LPMA). 

Clare has over 19 years of senior management experience within the legal sector.  Clare has an MBA from Cranfield University and is currently studying for a professional executive coaching certificate at Henley Business School.   

Chris Bryden, Civil, Chancery and Family barrister at 4 King's Bench Walk

 

Chris was called to the Bar (Gray’s Inn) in 2003. He practises from 4 King’s Bench Walk, where he is joint Deputy Head of Chambers and Head of the Property and Family Groups.

He is the Chair of the Bar Council’s Direct Access Panel and has accepted instructions through Public Access since 2010.

Since 2011 he has, through Barristers Direct, provided training to members of the Bar who wish to be Public Access qualified. He has served as an elected member of the Bar Council and on the Ethics Committee, and is Vice Chair of the Public Access Bar Association.

Prices

• Full price: £66 (plus VAT)
• Bar Representation Fee member price: £52 (plus VAT)

Important notice: Due to IT maintenance work being undertaken on MyBar from 5pm on Friday 10 November to Monday 13 November, there may be a delay in you receiving the joining instructions to this event. If you have booked your place and not received the joining instructions, please email [email protected].

Before you book:

• Read our terms and conditions and privacy statement 
• Read our Zoom statement. All Bar Council online training is held on the Zoom videoconferencing platform. 

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