Why the Scottish Legal Complaints Commission has praised Law Society of Scotland's procedures

The Scottish Legal Complaints Commission (SLCC) has praised colleagues at the Law Society of Scotland for improving the speed of investigations, writes Joshua King.

Back in 2023, a report published by the SLCC revealed the majority of complaints investigations were taking longer than the Law Society's published average timescales to complete.

As a result, three recommendations were made to speed up the process: set realistic and achievable timescales, improve communications with complainers and solicitors, create a detailed action plan and increase resource.

In response, the Law Society confirmed its commitment to reduce the time taken to report on complaints and continues to deliver its action plan for improvement.

It is important that the public has confidence in the profession, and in the processes for dealing with a complaint if things go wrong.

Sarah Hamer, SLCC Oversight and Assurance Manager said, “We welcome the work done by the Law Society to date to improve its investigation timescales and processes, and its commitment to continued improvement. This helps to drive public confidence in the regulation of legal services and reduces stress for practitioners.

"Further changes to the complaints system are expected to come through the Regulation of Legal Services (Scotland) Bill. We look forward to continuing to work with the Law Society to realise the benefits for consumers and the profession."

Rachel Wood, the Law Society's Executive Director of Regulation, added: "The Law Society has a strong track record of effective and efficient regulation of Scotland's solicitor profession. It is important that the public has confidence in the profession, and in the processes for dealing with a complaint if things go wrong.

"We will continue to collaborate with the SLCC and make practical improvements to the complaints system in the public interest where possible for the benefit of consumers of legal services and the profession. The scope for such change will extend further once the Regulation of Legal Services (Scotland) Bill has been finalised."

The SLCC is the first point of contact for all complaints about lawyers in Scotland. The body, based in Edinburgh, investigates and resolves complaints about service and refers conduct complaints to the relevant professional bodies (for instance, the Law Society in the case of solicitors).