Client relations rules strengthened
31 May 05
From 1 June every law firm in Scotland must have a dedicated complaints person
Clients who are dissatisfied with their solicitor will be able to deal with a dedicated complaints person at every legal firm in Scotland from tomorrow (Wednesday, 1 June 2005).
Under the Law Society of Scotland's Client Relations Partner Practice Rules, which come into force then, every firm in Scotland must have a client relations partner to handle any client complaints. It must keep a record of each written complaint received and follow its own written procedure for dealing with the complaint. The client can receive a copy of the firm's procedure if requested.
The new rule is designed to provide a more efficient and effective system for the legal profession and their clients alike. The Society had previously recommended that firms appoint a client relations partner, but while many firms did so, it was not mandatory.
Duncan Murray, who completed his term as President of the Society last week, brought the Society's annual general meeting forward by two months to March this year so that this and other measures to improve client communications could become effective as early as possible.
He said: "This change is just the latest of a number of improvements to complaints handling which are already proving effective in speeding up and simplifying complaints handling at the Society. However, the fact that we brought the AGM forward to deal with it reflects its importance to the Society.
"Having a dedicated person to handle complaints will mean that there will a consistently high standard of handling complaints within firms. Also clients often find it easier to deal with someone who is not the solicitor they are complaining about."
Morris Anderson, convener of the Society's Client Care Committee, said: "The appointment of client relations partners will mean that more complaints are resolved between the client and solicitor before they come to the Society.
"If a client and solicitor can resolve a complaint between them the client is far more likely to stay with that solicitor, go back to them in future and recommend them to others. This not only improves client relations but makes good business sense."
The Society will continue to deal with complaints which cannot be resolved at firm level.