Complaints Manager
Meet Our Recruiter
Emma Edwards
About Profile
This accomplished legal risk and compliance professional brings over two decades of specialist experience within the legal regulatory and complaints handling arena. With a robust background spanning top 100 UK law firms, the legal ombudsman service, and legal regulatory bodies, this individual offers a deep and practical understanding of risk, compliance, regulatory requirements, and complaints resolution in legal practice.
Currently working as a Complaints Manager at a top 100 UK law firm, this candidate leads on firmwide complaint resolution and regulatory risk oversight across a multi-office national practice. This transformative role includes direct engagement with senior leadership, strategic reporting, and process improvement to ensure best-in-class compliance and client care standards. The role also includes managing complex and high-risk complaint matters, drafting guidance and policy documentation, and producing firmwide training materials on regulatory developments and complaint trends.
Key Competencies:
- Strategic ownership of complaints handling policy and process across large legal practices
- Oversight of complex complaint files including insurer reporting and regulatory risk identification
- In-depth knowledge of legal sector regulations and ombudsman schemes
- Experience liaising with COLP, COFA and other regulatory stakeholders
- Regulatory reporting, including trend analysis and firmwide insights
- Development and delivery of training, guidance, and compliance resources
- Strong mentoring, supervision, and stakeholder communication skills
- Proven success in reducing complaint escalation and improving early resolution rates
Legal Experience:
Complaints Manager | Top 100 UK Law Firm | 2 years
Ombudsman | Legal Ombudsman Service | 5 years
Investigator | Legal Ombudsman Service | 5 years
Client & Matter Inception / Conflicts & Due Diligence Assistant | Top 50 UK Law Firm | 0.5 years
Analyst / Quality Assurance / Case Worker | Legal Regulatory Body | 7.5 years
Education & Qualifications:
HNC in Business | College
NNEB Diploma in Nursery Nursing | College
A/S Level in Business Studies | College
Modules in Family Law and Employment Law | University
PRINCE2 Project Management | Training Provider
NVQ Level 3 Customer Service | Training Provider
NVQ Level 3 Business Administration | Training Provider
CMI Level 4 Leadership & Management | Training Provider
If you are seeking experienced, knowledgeable, and impactful risk and compliance professionals like this, please get in touch to learn more about the talent we represent.