Bill proposals represent a “significant step forward” for complaints and regulation

The SLCC has welcomed the proposed reform of the complaints and regulation system in its response to the Equalities, Human Rights and Civil Justice Committee’s call for evidence on the Regulation of Legal Services (Scotland) Bill.

Neil Stevenson, Chief Executive said, “Learning from good practice in other sectors and jurisdictions shows the current system of legal services regulation and complaints can be improved for the benefit of consumers and lawyers alike. 

“The SLCC has delivered significant improvements in complaint handling within the confines of the existing legislation. We know we could do so much more to deliver a complaints process that meets the public, the profession and Parliament’s expectations of an efficient and effective system for delivering consumer redress.

“An effective, agile complaints process not only benefits consumers bringing complaints, but also reduces stress and cost for lawyers who are the subject of complaints and who pay for the system. Greater prescription only increases cost and complexity and works against the benefits of administrative justice.

“The Bill also brings a greater focus on prevention and continuous improvement to ensure that lessons from complaints help to improve legal services and reduce the chance of future consumer harm or detriment.

“We’ve been a strong voice on the need for reform for many years and we’ve worked with the Scottish Government and other stakeholders to develop these proposals.

“The Bill’s proposals represent a significant step forward. We now want to see them delivered and implemented to realise those benefits for both consumers and lawyers.”

Read more about our views on reform of complaints and regulation on our Reimagine Regulation webpage.