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Good Practice Guidance
Good practice Guidance: The SLCC is committed to publishing best practice guidance in handling/preventing complaints.
SLCC issues finalised sanctions guidance
Following a roundtable discussion on the application of disciplinary sanctions last month, the SLCC has now issued finalised guidance to the relevant professional organisations.
Guidance and Rules
The SLCC has issued its first Guidance to the professional bodies to ensure legal firms tell their clients about the SLCC at the earliest opportunity and also notified them of a change to the SLCC Rules.
SLCC comments on two recent Court of Session cases
The SLCC has welcomed guidance from the Court of Session in connection with an appeal against its decision to reject a complaint for investigation.
SLCC launches guides with SYLA to support newly qualified solicitors
The Scottish Legal Complaints Commission (SLCC) has launched guidance to help newly qualified solicitors improve complaint handling. The guide, developed with the help of the Scottish Young Lawyers Association (SYLA), and based on the results of a questionnaire which the two organisations jointly issued to SYLA members earlier this year, is targeted at solicitors who are new to the profession. It is hoped that this guidance will provide practical tips to make newly qualified solicitors better equipped to deal with a complaint, should one be made.
Improve your complaints process - statutory guidance
This statutory guidance will help you to: Develop and implement an effective complaints policy which will also include: Recognising complaints at an earlier stage Supporting your staff in dealing with...
Introduction to this guidance
This guidance helps you understand what’s expected of you when handling complaints. Complaints are a normal business risk - but they can be less daunting if they’re well handled. The...
Why use this Guidance?
This Guidance gives some best practice advice on how to implement the Rules. Although this Guidance is not mandatory, compliance with the relevant Law Society Rules and this Guidance will...
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.