Building Better Relations: Your Process and Procedure

Location & Date

Date: 27th October 2023 (1pm - 2pm)

Location: Online, Zoom

• Live webinar discussion
• One hour CPD
• Included in your Recover membership package
• Q & A session

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On Friday, 27th October, we discussed the key principles for effectively managing client expectations and complaints. 

We were joined by Digby Brown Professional Support Partner Catherine Hart will join us as she shares her experiences supporting clients and navigating the complaints handling process. The webinar aims to advise how improving your procedures can enhance client relations and minimise the risk of future complaints.

Please note this counts towards one hour of your mandatory CPD credits. 

Webinar outcomes:

• Understanding the causes of complaints
• Ways to approach handling complaints effectively
• Advice on minimising future risk

Speaker bio

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Catherine has spent over a decade as a Professional Support Lawyer (PSL). She joined Digby Brown in 2014 and became a partner in 2017.

Along with a team, Catherine supports fee earners in all the firm’s offices across Scotland. She is responsible for keeping our fee earners updated with significant legal developments, decisions and legislation. Catherine is also responsible for the firm’s training programmes. In addition, Catherine’s team deals with aspects of risk and compliance, including data protection.

Catherine is a regular speaker at external events on a range of topics. She has a longstanding interest in mental wellbeing and is a member of the Law Society’s LawScot Wellbeing Steering group. She is also the Lawcare Champion in Scotland, promoting the excellent work of the charity and encouraging conversations about mental wellbeing in the legal community.

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Not yet a Recover member?

We always want to hear from any new firms interested in joining the network. If you’d like to learn more about our membership offering, CPD sessions and ways we can support your clients, please email [email protected]