'Complaints are difficult' — now SLCC has launched helpline to support you

If you’re not sure where to turn when facing a complaint, there is help available thanks to a new helpline run by the Scottish Legal Complaints Commission.

A complaint being made against you may be the toughest moment you experience working as a solicitor.

Practitioners, particularly from smaller firms, often have no experience of dealing with a complaint against them or their workplace and can find the process overwhelming.

Whilst the Scottish Legal Complaints Commission acts as an adjudicator, they now offer guidance for solicitors on how the process works, what is expected and how the process can be as constructive as possible.

Solicitors can call the Process Assistance Line on 0131 201 2130 and ask for PAL.

Laura Campbell, Case Investigations Manager and member of the service experience team, said: “We know that complaints are difficult. We hear that from practitioners across Scotland in all parts of the profession. If you’ve never dealt with a complaint or the SLCC before we know the process can appear overwhelming and stressful, especially if you don’t know what to expect.

“We set up the Process Assistance Line in response to feedback from practitioners. We can help by explaining the process and how they can engage with us to help make it as swift and constructive as possible. The aim isn’t to discuss any specific details about the complaint itself, but to explain how the system works, what to expect, and what we’ll be asking for from them.

“If that strikes a chord with any practitioners out there, we’d be really happy to hear from them.”