Best practices in first tier complaints handling and responding to subject access requests
A virtual panel event helping to improve barristers' and chambers professionals’ handling of complaints from clients.
Find out more about this session below.
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 to manage them.
Why attend
- Gain insight into common service complaints about barristers received by chambers and the Legal Ombudsman and how to avoid them
- Receive practical advice on how to support clients and barristers through the complaints process
- Learn about managing subject access requests
Programme
Jason Chapman, Ombudsman at the Legal Ombudsman, will provide insight into the different trends and areas of complaints received against barristers, and how the Ombudsman deals with service complaints. An update will also be provided on the scheme rule changes that took effect in April 2023.
Fiona Fitzgerald, Chief Executive of Radcliffe Chambers, will discuss the complaint handling process from a chambers management perspective, from the acceptance of the complaint to communications with the client, and how to support barristers in chambers who are the subject of a complaint.
Under the Data Protection Act 1998 and UK GDPR you had an obligation to comply with Subject Access Requests (SARs). A subject access request is a request from an individual which seeks to discover certain information you hold about them. This session will focus on how to identify and process SARs and what to do if they are manifestly unfounded or excessive.
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: Nicola Rushton KC, Head of Chambers at Hailsham Chambers
Nicola Rushton KC is Head of Chambers at Hailsham Chambers, where she practises in professional negligence and commercial law, particularly solicitors, valuers and accountants negligence. She co-chairs the Chambers Management Panel, a subcommittee of the Bar Representation Committee, for the Bar Council. The Panel has been involved in formulating and updating support and guidance for barristers and staff involved in chambers management in all its guises. She has previously chaired the Chancery Bar Association’s Equality and Diversity subcommittee and is also co-chair of governors at a local school. She has experience of dealing practically with problems and issues arising concerning staff, clients, members of chambers and other stakeholders in a variety of different contexts.
Jason Chapman, Ombudsman at the Legal Ombudsman
Jason joined the Legal Ombudsman in 2011 as an investigator and was appointed as an ombudsman in 2013. Since then, he has determined more than 3,500 complaints and is now senior ombudsman lead on external stakeholder relations. Prior to joining the Legal Ombudsman Jason worked as a Commercial Manager in a number of sectors including consumer finance, leasing, travel and facilities management.
Fiona Fitzgerald, Chief Executive of Radcliffe Chambers
Fiona is Chief Executive of Radcliffe Chambers a traditional chancery and commercial set based in Lincoln’s Inn. She joined Radcliffe Chambers in June 2014 and since then the chambers has grown almost three fold and been named Chambers of the Year by STEP, Halsbury’s Awards and British Legal Week. She is also currently a member of the Bar Council’s Legal Services Committee. Previously an equity partner in a busy national practice, her role was a full-time management one overseeing operations for just under 200 staff. She was also chair of the Association of Women Solicitors which at the time had a membership of 18,000 solicitors. She has been a regular commentator and writer in the media on a wide range of issues from management and strategy to compliance and career development particularly for women in the profession.
A member of the Bar Council's IT Panel to be confirmed.
Prices
- Full price: £66 (plus VAT)
- Bar Representation Fee member price: £52 (plus VAT)
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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