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SLCC introduces new complaint levy policy
The SLCC has introduced a new Complaint Levy Policy.
It’s good to talk if you want to get the best outcome
This article was first published in The Scotsman on 23 September 2024
Eligibility
You must first of all give your legal practitioner the chance to resolve your complaint. Guidance on how to make a formal complaint to a legal practitioner If your practitioner...
Action we might take on a handling complaint
We can recommend that the professional organisation take any of the following actions: further investigates the conduct or regulatory complaint reconsiders its decision provides more information pays compensation for loss,...
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...
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...