Our contribution to national performance

While the SLCC is an independent body, the work we do is influenced by the Scottish Government’s National Performance Framework.

We contribute through the delivery of our functions to the following outcomes:

  1. We live in communities that are inclusive, empowered, resilient and safe
  2. We are creative and our vibrant and diverse cultures are expressed and enjoyed widely
  3. We respect, protect and fulfil human rights and live free from discrimination

Our process is inclusive of all members of the community by being free to those raising issues and through our work to ensure it is as accessible as possible. Our statutory duty to provide advice on making a complaint ensures we empower citizens. By resolving disputes, we ensure parties do not resort to other means, and that fair redress is awarded where appropriate, assisting resilience and safety. We make sure an approachable and professional service is provided, which is especially important for vulnerable users. Resilience for communities includes ensuring their access to justice, and our continued work to deliver all services during the Covid-19 response supports this.

We actively support diversity and inclusivity, and this work is acknowledged in our staff equality survey results. We have an active staff wellbeing and inclusion group and annual staff-initiated charity fundraising, which have been vital tools this year in supporting individual staff, teams and an inclusive organisational culture, as we have continued to primarily work remotely.

  1. We have a globally competitive, entrepreneurial, inclusive and sustainable economy; and
  2. We have thriving and innovative businesses, with quality jobs and fair work for everyone

The legal sector is a large employer and net contributor to the Scottish economy. Effective redress mechanisms, as provided by the SLCC, encourage consumer confidence and consumer spending. We ensure our rules and statutory guidance do not artificially limit growth or innovation. This year we have reviewed our rules to ensure they are fit for purpose in a digital world. Our outreach work aims to improve law firms’ risk management, customer service and complaint handling, which can all help to create thriving businesses. We have continued to monitor, consult on and reflect on the impact of Covid-19 restrictions in our decisions about how we delivered our statutory duties.

 

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