Regulation Department
The Society's Complaints Investigation team handles complaints against solicitors in Scotland. It has a legal responsibility to do so in a fair, thorough and impartial way. Written complaints are received by Complaints investigators, who will suggest either conciliation or a written investigation.
If a written investigation is conducted, a volunteer Reporter, who may be either a solicitor or non-solicitor, will examine the files and make appropriate recommendations. If the matter cannot be resolved at this stage, it will go to one of the 7 Client Relation Committees, which will decide the outcome of the complaint.
However, if it relates to professional misconduct, the case will be passed to the Professional Conduct Committee. If the Professional Conduct Committee believes there has been misconduct, it has the right to instruct the Fiscal to prosecute the matter before the Scottish Solicitors' Discipline Tribunal or, in certain exceptional cases, simply note the circumstances on the individual solicitor's record.
The Client Care Committee oversees the whole process to ensure speedy and efficient handling of complaints. The membership of all committees is divided evenly between solicitors and non-solicitors.
