9:00 am - 9:30 am	Registration & refreshments
9:40 am - 10:25 am	Conduct Complaints
10:25 am - 11:10 am	Complaints Handling [More Info] Mr David Buchanan-Cook, Head of Oversight, Scottish Legal Complaints Commission
11:10 am - 11:25 am	Mid-morning break
11:25 am - 12:10 pm	Current threats to doing business: Fraud & Cybercrime issues [More Info] Morna Grandison, Director of Interventions, The Law Society of Scotland
12:10 pm - 1:00 pm	Risk Management - terms of engagement [More Info] Russell Lang, Marsh Ltd Nada Jardaneh, Client Executive, Marsh Ltd
1:00 pm - 1:45 pm	Lunch
1:45 pm - 2:45 pm	Account rules - Ensuring a Smooth Inspection [More Info] Ms Sharon Brownlee, Financial Compliance Manager, Law Society of Scotland Ms Natalie Cooke, Financial Compliance Manager, Law Society of Scotland
2:45 pm - 3:00 pm	Q & As