We sit down with Victoria Marshall, Director and Head of Property at Pearson Solicitors and Financial Advisers, for a candid look at what managing a conveyancing team under sustained regulatory pressure actually involves. We’re also delighted to introduce Carolyn Beal, the newest addition to the Enderley Consulting team, and we set out two pieces of action-focused guidance on where things stand with the SRA’s complaints agenda – a new data collection exercise, and a fresh consultation on first-tier complaints handling rules.
This month's Compliance Lifeline contributors
In conversation with Victoria Marshall, Head of Property, Pearson Legal & Financial Advisers
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The SRA’s complaints handling consultation – where we are and what it means for your firm
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Two things need your attention this month, not just your reading time.
First, check that your firm’s complaints recording system is reliably capturing the date each complaint is received and the date it’s closed, resolved or escalated to the Legal Ombudsman – consistently, across every department, not just where it’s convenient.
Second, the SRA’s consultation on new first-tier complaints handling rules closes on 1 September 2026. If your firm has practical experience of managing complaints, that’s exactly the kind of evidence that helps shape proportionate regulation, and we’d encourage you to submit a response before the deadline.
If you’d like support with either – getting your complaints data in order or preparing a consultation response – get in touch and we’ll be glad to help.