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Handling Client Complaints – Overview and Update - Newry

19 Apr 2018
12:30 - 14:30
Canal Court Hotel, Newry See Details

DATE(S): Various – see below

TIME: 12.30pm – 2.30pm

VENUE(S): Various – see below

COST: £40

CPD HOURS & TYPE: 2 Client Care and Practice Management


In 2007 the Department of Finance and Personnel (as then was) published the concluding recommendations of Professor Sir George Bain’s legal services review group. This group had, in early 2004, been tasked with reviewing the regulation of the provision of legal services in Northern Ireland. The main recommendations in the Bain review included proposals to reform the Complaints handling systems of the Law Society and Bar Council along with a proposal to establish the post of Legal Services Oversight Commissioner to oversee complaints of both Solicitors and Barristers in Northern Ireland.

The Legal Complaints and Regulation Act (Northern Ireland) 2016 was introduced following consultation. The Act amends the way in which legal complaints are overseen and introduces a number of new statutory measures.

This series of CPD sessions, sponsored by the Client Complaints Committee, will provide members with an update on developments including the new Solicitor Complaints legislation and how it will work. It will also address the important issue of establishing, maintaining and developing good client care policies and procedures. The sessions will outline best practice guidance in order to reduce complaints, provide advice on how to handle complaints if they arise and discuss measures to ensure effective communication with clients. They will include input from a variety of presenters:

- the Chair of Complaints Committee;

- Director of Client (Solicitor) Complaints - John Mackell;

- A local practitioner to discuss the benefits, challenges and practicalities of implementing client care policies and procedures within the firm.

To increase accessibility the sessions will take place in the following locations:

Thursday 19 April 2018 Canal Court Hotel, Newry

Friday 20 April 2018 Roe Park Resort, Limavady

Thursday 26 April 2018 Killyhevlin Hotel, Enniskillen

Friday 27 April 2018 Law Society House, Belfast

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