The SLCC has highlighted an improving picture in its complaints handling, as it publishes its annual report and annual accounts which were laid before the Scottish Parliament earlier today.
Despite a 6.3% increase in the number of complaints received (following two previous years of increases), there was an 18% increase in complaints dealt with.
There were also new guides drawing on learning from complaints published for consumers and the lawyers as well as updates to case management software and a new lease signed.
SLCC Chief Executive Neil Stevenson commented, “While we know much of the focus at the moment is on the recent outcome of the Roberton Review of the Regulation of Legal Services, it’s important to reflect on the year we have had. We hope that the review will lead to real improvement in the system. However, we can’t stand still, and in the last year our focus has been on working within the system we have. We have put in place a further programme of internal process improvement work and worked with the Law Society of Scotland and others to explore small changes to the current legislation.”
“As ever, it’s important to recognise that most solicitors do a good job. We know that the overall number of legal transactions and the number of lawyers are both rising. We also know the public are now more confident to raise issues when they do have concerns. Increasing complaints does mean more work for us, but we know this is a trend being seen in other sectors and professions.”
Chair Jim Martin added, “At the SLCC we are working hard within the constraints put upon us by legislation to ﬁnd speedier, eﬃcient processes to reduce investigation times.”