Consumer Panel Publications

Legal Complaints in Scotland - Consumers at risk of vulnerability

Building on the Panel’s previous publication on the internationally recognised consumer principles, this guide is designed to help practitioners and regulatory bodies apply those principles when designing services to meet the needs of consumers at risk of vulnerability. 

The guide discusses how we define vulnerability, how we should identify vulnerable risk factors, the different and varying degrees of vulnerability, and explores the significance of the power imbalance between practitioner and client.

Finally, the guide poses questions for regulators, service providers/firms and the SLCC and other complaint handling bodies to self-assess their effectiveness in dealing with consumers at risk of vulnerability.  

Consumers at risk of vulnerability cover

Consumers at risk of vulnerability - the guide

In this short video, Shaben Begum, one of our Consumer Panel members, talks about what vulnerability means to her and the purpose of the guidance.

Consumers at risk of vulnerability - video pic

Vulnerable consumers from SLCC on Vimeo.


Demographics Yearbook 2016-17

Something the SLCC Consumer Panel is interested in is: who are the people who use the SLCC's services?  For example, what is the gender breakdown of complainers? Are there more people from some ethnic groups than others making complaints?  Does socio-economic group have an impact on whether people are using SLCC services?

Each year, the Panel analyses the demographics information collected by the SLCC on complaint forms to help understand what may be creating barriers.  This enables the Consumer Panel to work with the SLCC to ensure its services are accessible to everyone.  

You can view the Demographics Yearbook 2016-17 as a downloadable PDF or as a 'flipbook' below.   

PDF Demographics Yearbook 2016-17 (313 KB)




PDFConsumer Principles Leaflet (802 KB)

The SLCC Consumer Panel has set out its vision for how the internationally recognised consumer principles should apply to Scottish legal consumers.  



PDF Demographics Yearbook 2015-16 (PDF 485 KB)