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.