Law Society of Scotland
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Comment on final annual report of the Scottish Legal Services Ombudsman

Philip Yelland, Director of Regulation at the Law Society of Scotland, said: “It is encouraging that the Ombudsman recognises the strident efforts made by the Society in handling complaints efficiently, effectively and at a lower cost to the profession in her final Annual Report, published today (Thursday 4 February 2010).

“We have worked with the former Ombudsman to improve the systems we have in place, to benefit solicitors and ultimately the people who have brought complaints in the first place.

“The team handling complaints at the Society worked extremely hard to ensure that complaints brought to us were treated fairly and within time targets, and the statistics produced by the Ombudsman reflect that. There was a rise in the number of “Satisfactory” or “Generally Satisfactory” opinions and a corresponding decrease in the number of “Critical” opinions.

“There has been significant change in complaints handling. The Society was aware of perceptions and worked to address them whilst improving standards year on year.

The Society continues to handle complaints in a fair and balanced way.The 50% non-solicitor membership of decision making panels and committees is one way that is achieved. 

See the SLSO website to download an online version of the annual report.

4 February 2010