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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. Clients should be given information about it, and be provided...
Principle 1 - An accessible process
All your staff should know where to access your complaints policy, and know the correct steps to follow and advice to give to those asking about it.
Principle 4 - An objective process
We’ve already emphasised how important it is to be transparent about your firm’s policies and how you will look into a complainer’s concerns. We recognise that demonstrating objectivity in the...
Practical tips to help you answer complaints
As a follow up to our Improve your complaints process - statutory guidance we've put together some practical tips to help you answer complaints.
Respond
It makes sense to communicate clearly and act without delay when carrying out any instructions. Exactly the same applies when framing your response to a complaint. We’ve given some more...
If we receive a complaint about you
We understand that finding out a complaint has been made against you can be stressful. The information below is designed to guide you through the process.
The complaints process if you're complained about
The information on this page is for lawyers who have had a complaint made against them. There is information elsewhere on our website on the complaints process if you are...
SLCC report on engagement with the profession
As well as dealing with complaints, we provide a best practice service for legal practitioners. We hold data on around 15,000 complaints and we want to build a culture of learning so that common problems can be avoided.
Charging for complaints - why you shouldn't do it
We’ve recently seen several Terms of Business or letters that indicate an intention to charge a “levy”, a flat fee or time-charge for dealing with any complaints which are not upheld. Why do we suggest that none of these examples is good practice?
Managing the personal impact of complaints
Being complained about can be difficult, stressful or distressing. It can feel very personal to receive a complaint when you feel you have tried your best to help someone. Sometimes a complainer’s distress will lead them to act in inappropriate ways when making their complaint, which can be difficult to deal with. In a small number of cases, complainers’ actions can be threatening, leading firms to believe there are risks to the safety of staff.
Peer advice on property investment schemes
We’re delighted to share this guest blog post from Professor Stewart Brymer of the University of Dundee and the Scottish Conveyancers Forum. The SLCC has recently seen multiple cases of this nature so we wanted to highlight the trend and share peer advice on what solicitors might want to consider in this area.
Be clear, open and transparent with customers from the start
This article was first published in The Scotsman on 11 July 2022