"Complaint Handling and Client Communication" - BVRA Congress 2024

The session will share VCMS insight on cost related complaint trends across the profession, and then explore practical approached and techniques to avoid these arising and to diffuse them early to support a positive client relationship and practice team culture.

We will consider the insight from both a practice and dispute resolution focus, attendees will have the chance to reflect on approaches to complaints and consider alternative strategies which can help reduce complaints.