Society launches complaints pack
14 Jun 05
New information pack to make process simple and accessible for dissatisfied clients
The Law Society of Scotland has produced a new information pack for unhappy clients.
The pack has been produced to make the process for complaining about Scottish solicitors as simple and accessible as possible. Two new complaints committees have also been set up to provide a greater focus on quality.
Caroline Flanagan, the President of the Society, said: “This is the latest move in a modernisation process which has significantly reformed the way the Society and solicitors in Scotland handle complaints.
“However, it must be remembered that most people are very satisfied with the service they receive from solicitors in Scotland."
She added that less than 0.4% of the more than one million transactions and cases solicitors handle each year results in a complaint about service or conduct. About half of those are upheld.
The new pack includes the leaflet, “Complaints against Scottish solicitors”, and a simplified help form, which describes how to make a complaint. The information pack has been designed in new user-friendly format and is available on request in large print, Braille, other languages and audio cassette.
A second leaflet, “Complaints against Scottish solicitors where you are not the client”, has also been produced. It is for those who are not clients but have been directly affected by a solicitor’s actions, for instance the “other party” in a divorce action.
It is important in this situation to maintain high standards of complaint handling, while ensuring that no confidential information is disclosed to the non-client.
The President continued: “Publicity over recent years has increased complaints to the Society and the information pack is expected to attract more. That way we can be sure that clients are confident in their solicitor and the Society’s complaints system is as open and accountable as possible. Even the Scottish Legal Services Ombudsman has stated that she is not concerned about the increase in numbers of complaints. Perhaps that is because there are comparatively so few. The complaints upheld have risen only in proportion to the increase in complaints, which shows that the vast majority of solicitors in Scotland do a good job for their clients.
“Clients are initially encouraged to go back to the firm and speak to the solicitor or the firm’s client relations partner to try to resolve any complaints they might have.
"If this doesn’t work then we want people to know they can complain to the Society and what will happen with their complaint.”
The two new client relations committees take the total number of committees to 12.
Chris Fraser, a non-solicitor member of a client relations committee said: “Advice has been taken from non-solicitors in preparing this information pack and that has helped to ensure it is easy to understand.
“The addition of two new committees to decide on complaints is also a significant advance and a further example of the Society’s forward thinking during the ongoing modernisation process. The increase in the number of committees will allow committees to consider fewer agenda items and ensure a high quality of work. I also hope that the 50% non-solicitor input into the Society’s complaints process ensures it is better recognised by clients, the Ombudsman, politicians and the Scottish Executive”, he added.
The information packs will be available in solicitors' offices, from the Law Society of Scotland (26 Drumsheugh Gardens, Edinburgh EH3 7YR), can be sent out by the Complaints Helpline staff (tel: 0845 113 0018), or can be downloaded from the Society’s website (www.lawscot.org.uk). The packs will also be available from the Citizens Advice Bureau. They will be automatically handed out to anyone making a complaint.