The Scottish Legal Complaints Commission (SLCC) has reported its best ever year of performance in dealing with complaints about lawyers and law firms in Scotland. The 2018-19 SLCC annual report covers the SLCC’s performance in its 2018-19 operating year, and was laid before the Scottish Parliament today.
Highlights include the highest ever number of complaints assessed, resolved or determined along with a fall in the number of cases in progress as older cases have been cleared. A strategic focus on early resolution, particularly at the complex eligibility stage has been a key factor. Additionally, a more open approach to risk has helped deliver some changes in the core complaints handling process which have delivered results.
Neil Stevenson, SLCC CEO, commented “It’s great to be able to report our best ever year of performance. However, this wouldn’t have been possible without our staff and board being willing to innovate and challenge existing ways of working. We’ve also delivered real benefits to parties to complaints through early resolution, faster determinations and a new, more accessible website. The results have been achieved despite a continued rise in the number of complaints being made, and we hope this work lays a foundation for more efficient and effective working if that trend continues.”
Elsewhere, a new management structure supported other improvements and efficiencies in the SLCC’s work. This include a lease renegotiation and IT upgrades, as well as ongoing outreach and trends monitoring work.
Jim Martin, SLCC Chair added “This has been a great year of performance and I’d like to thank staff and my colleagues on the board for getting us here. However, no matter how much we find ways to innovate, there are still some challenges that tweaking around the edges won’t address. We need fundamental legislative reform.”