Introduction to this guidance
The SLCC has the power to issue guidance to the profession on dealing with complaints. To do this, we draw...
How do the Law Society Rules and Guidance link together?
These Law Society of Scotland Rules speak about complaints: B5.5.2 - all Scottish solicitors must have a written complaints process....
How to use the Guidance
This Guidance gives some best practice advice on how to implement the Rules. Although this Guidance is not mandatory, compliance...
Principles of good complaint handling
We recommend that a robust complaints handling process should cover the following six universally-accepted principles – please read on for...
The Complaints Levy
A mandatory complaints levy will be imposed on a firm by the SLCC if one or more service issues of...