We were delighted to welcome over 90 delegates from across the region for what proved to be a highly valuable day of learning and discussion.

The event began with a warm welcome from our CEO, Rachel Wilkes, before handing over to Katie Michelon from Browne Jacobson LLP. Katie led an insightful session focusing on complaints management and the growing impact of AI, covering key topics such as de-escalation techniques, the stages of the complaints process, managing serial and vexatious complaints, addressing unreasonable complainant behaviour and moving beyond internal procedures. The session concluded with a series of practical top tips for attendees to take away.

Feedback from delegates was overwhelmingly positive, with one attendee sharing:
“Thank you for putting on such an informative training session; having attended, my confidence in handling complaints is much improved.”

To close the day, Rachel extended a heartfelt thank you to Katie for travelling to Hull and delivering such an impactful and thought-provoking session.

We would also like to express our sincere thanks to all staff and volunteers who ensured the event ran smoothly, as well as the fantastic team at the MKM Stadium for their excellent hospitality.

Thank you once again to everyone who contributed to making the day both memorable and meaningful.