SLCC Consumer Panel

Throughout the year, the Panel provides reflections on the customer feedback the SLCC receives, which informs the development of forthcoming service experience improvements. The Panel fed into discussions on updates to the SLCC’s Rules, helping to ensure they took into account the needs of consumers, for example relating to support for making a complaint and avoiding digital exclusion.

Members also fed in their expertise to work by the SLCC Service Experience Team to improve signposting to support for customers and to improve customer access to the SLCC by phone. All of this was informed by the Panel’s strong interest in supporting consumers who may display vulnerabilities. The Panel also challenged the SLCC’s thinking on analysing the language of complaints, and how that could help to bring the consumer voice to life.

The Panel also made contact with the newly launched Consumer Scotland, to ensure its work plan takes into account legal services and legal service users.

The Panel continued to provide a strong voice for consumers in the debate on legal services regulation. The Panel responded to the Scottish Government’s consultation, and Panel members supported the Scottish Government to recruit members of the public and legal services users to consultation focus groups. The Panel has continued to highlight the need for the consumer voice to be heard in these discussions to deliver reforms that truly meet consumer needs and inspire public confidence. This will continue to be vital as government sets out plans for legislation.

The Panel brings a wealth of experience and insight on consumer interests. It uses that to advise, challenge and assist the SLCC in delivering a complaints system which is accessible, provides clear and understandable information and decisions, and delivers a good customer experience.