Digital files speed complaint processing

Society continues to work on system that has two or more years to run

News, 12 December 2005

The Law Society of Scotland this week launches a new electronic system to speed up and simplify the process for handling complaints against solicitors in Scotland.

The Society, which has invested £200,000 in the new system, says this shows its continuing commitment to further modernisation of the complaints handling process.

Caroline Flanagan, the President of the Society, said: "The introduction of the new electronic case management system is an important move in the continued improvement of the way complaints are handled and a key part of the modernisation process which began in 2003. All new cases will now be handled electronically rather than in paper files."

Only two weeks ago the Society conceded publicly that most of its complaints handling function should pass to an independent body and called on the Executive to put the necessary legislation in place. However even when the Executive's decision is announced, the changes are not likely to become operational for at least two years.

During that time the Society will continue to handle all complaints against solicitors on the grounds of both inadequate professional service (which the Society now intends to hand over) and professional misconduct (which it wants to continue to supervise).

Mrs Flanagan pointed out that the Society had now maintained its target of dealing with 90% of cases within nine months for a year and had already begun to meet its new target of 75% in six months, a target which was intended to operate only once the new system had bedded in.

She added: "The software also opens up the possibility of adding new functions in the future, for instance, to allow complainers to check the status of their case online."