Preventing complaints

Since the SLCC started, our message on complaints has always been that complaints are a standard business risk. Consumer expectations are high, and there’s more demand for better service at the most competitive price. Our statistics show that the ‘average’ legal practitioner in Scotland is likely to be named in two formal complaints to the SLCC over a 40 year period.

But we also know that doesn’t make you feel good about getting one!

Surveys have shown that it costs five times more to acquire a new client than to retain one. That means it’s also good business sense to look at ways of working which can reduce the likelihood of complaints.

We’ve compiled this guide to help you think about steps that you can take at every stage of a transaction to mimimise your risk. At first glance, some of the points may seem very obvious, but they are all drawn from real complaints and our broad experience of the most common issues that we see.

We’ve loosely categorised our tips under each of the four service standards, but you should also think about how they can help you comply with the Law Society of Scotland's rules and guidance too.