SLCC consolidates performance and looks to the future

The Scottish Legal Complaints Commission has reported having successfully maintained core performance and consolidated historic lows in complaint handling time on reduced resource.

Its annual report also highlights work to improve customer service, to use its expertise to inform parliamentary scrutiny of proposal for reform, and to deliver significant savings – £500,000 over five years – through a move to a new office space.  

The 2022-23 SLCC annual report covers performance in the July 2022 to June 2023 operating year, and was laid before the Scottish Parliament today, along with the 2022-23 SLCC annual accounts.

Neil Stevenson, SLCC Chief Executive, commented, “I am immensely proud of what our staff have delivered this year. Successfully maintaining our core performance and delivering our operating plan for the year on reduced resource was a big ask. Doing that in the context of competing demands from external reform and significant internal change, including an office move and IT transformation, has been an immense challenge, but one our team has risen to.

“Alongside that, we have never lost sight of the importance of good customer service, accessibility and listening to our stakeholders and those who use our services. We’ve delivered a number of improvements to our service this year which are informed by the feedback we’ve received and the everyday interactions we have with consumers and the legal profession.

“The Regulation of Legal Services (Scotland) Bill, currently being debated in Parliament, proposes some significant and welcome changes to our powers and functions. Drawing on our 15 years of experience, we are supporting those changes which could deliver a real step change in the efficiency and effectiveness of the complaints system and the way learning from complaints drives improvement in practice.”  

Jane Malcolm, SLCC Chair added, “I’m delighted to have joined the SLCC at such an exciting time for the organisation, as Parliament debates reform of its powers.

“We have been an active participant in making the case for changes that will deliver a more efficient and proportionate system, improving the experience of all those involved in the complaints process.

“Alongside this, we have continued to seek opportunities to increase value for money and the accessibility of our services, working to meet our customers’ needs.

“I’ve been very pleased to hear from stakeholders that our staff, and the work they do, are held in high regard. Our commitment to customer service and our strong stakeholder relationships will stand us in good stead for the changes to come.”