Putting Complaints on Trial - Evidence, Exposure, and Best Practice

In this session, the complaint is on trial. We will examine how complaints are interpreted differently by staff, clients, regulators, and the ombudsman.

This will be a thought-provoking session that examines and explores complaints from different perspectives, looks at different complaint handling approaches and sets out best practices that will hopefully withstand regulatory and ombudsman scrutiny. The session will be led by Michelle Zelazowski from BPP who many will know as a ‘Complaint Guru’ from her work in both law firms and several Ombudsmen.

Designed for legal and compliance professionals, this is an opportunity to take a look at complaints from an alternative angle, while offering practical best practices that stand up under scrutiny—not just internally, but in regulatory and litigation contexts.