Skip to content
Scottish Legal Complaints Commission Scottish Legal Complaints Commission
  • Home
  • Your complaint
    • Your complaint
    • Start your complaint
    • Online Complaint Form
      • Online Complaint Form
      • Step 1
      • Step 2
      • Step 3
      • Step 4
      • Step 5
      • Step 6
      • Step 7
      • Submission Temporarily Unavailable
      • Online complaint form temporarily unavailable
    • Case studies
      • Case studies
      • Amy's story
      • Nisha's story
      • Jackie's story
      • Colin's story
      • Amir's story
      • Rachel and Matt
      • Paul's story
      • Ryan's story
    • Complaints Process
      • Complaints Process
      • Eligibility
      • Mediation
        • Mediation
      • Investigation
      • Determination
    • Action we might take
    • Appeal a decision
    • Further information
      • Further information
      • Time limits
      • Third Party Complaints
      • Complaining to a lawyer
        • Complaining to a lawyer
        • Complaint template letters
      • Need advice?
      • Complaint forms
      • Fees and billing
      • My lawyer has gone out of business
    • Other types of complaint
      • Other types of complaint
      • Handling complaints
        • Handling complaints
        • What is a handling complaint?
        • When can I complain
        • Handling complaint process
        • Action we might take on a handling complaint
        • Our recommendations
        • Make a handling complaint
          • Make a handling complaint
          • Handling Complaint
            • Handling Complaint
      • Approved Regulator complaints
        • Approved Regulator complaints
        • What is an Approved Regulator complaint?
        • When can I make an Approved Regulator complaint?
        • Approved Regulator complaint process
        • What action can we take?
        • Make an Approved Regulator complaint
    • Frequently Asked Questions
  • For lawyers
    • For lawyers
    • Guidance advice and tips
      • Guidance advice and tips
      • Preventing complaints
        • Preventing complaints
        • Competence
        • Communications
        • Diligence
        • Respect
      • Improve your complaints process - statutory guidance
        • Improve your complaints process - statutory guidance
        • Introduction to this guidance
        • How do the Law Society Rules and Guidance link together?
        • Why use this Guidance?
        • 6 principles of good complaint handling
          • 6 principles of good complaint handling
          • Principle 1 - An accessible process
          • Principle 2 - A user-focused process
          • Principle 3 - A timely process
          • Principle 4 - An objective process
          • Principle 5 - Focus on resolution
          • Principle 6 - Learning from complaints
        • The Complaints Levy
      • Practical tips to help you answer complaints
        • Practical tips to help you answer complaints
        • Engage
        • Explore
        • Respond
      • If we receive a complaint about you
        • If we receive a complaint about you
        • Complaints Process
      • Complaints training
      • Stay up to date
      • Best Practice Blog
      • Tools and resources for lawyers
        • Tools and resources for lawyers
        • Complaint log template
        • Complaint analysis tool
        • Terms of Business report
        • Price transparency report
    • The SLCC levy
    • Handling complaints - for lawyers
  • For consumers
    • For consumers
    • What to expect when using a lawyer
    • Consumer guides
      • Consumer guides
      • Buying and Selling a property
        • Buying and Selling a property
      • Making a will
        • Making a will
      • Executries
        • Executries
      • Family law
        • Family law
      • Charged with a crime
        • Charged with a crime
    • Legal words explained
    • Useful Links
  • About us
    • About us
    • Who we are
      • Who we are
      • Our Board
        • Our Board
        • Board Meeting Minutes
        • Responsibilities of Members
      • Senior staff
      • Our annual report
        • Our annual report
        • 2023-24 Annual Report Chair Foreword
        • 2023-24 Annual Report CEO’s introduction
        • 2023-24 Annual Report The SLCC at a glance
        • 2023-24 Annual Report Our 2020-24 strategy
        • 2023-24 Annual Report Our Board
        • 2023-24 Annual Report SLCC Consumer Panel
        • 2023-24 Annual Report Our performance and improvement
        • 2023-24 Annual Report Our customer service and accessibility
        • 2023-24 Annual Report You said, we did
        • 2023-24 Annual Report Our oversight and outreach work
        • 2023-24 Annual Report Our work on policy and reform
        • 2023-24 Annual Report Our organisation
        • 2023-24 Annual Report Our people
        • 2023-24 Annual Report Our contribution to national performance
        • 2023-24 Annual Report Our statistics
        • 2023-24 Annual Report CEO’s closing remarks
        • Previous annual reports
          • Previous annual reports
          • SLCC annual report 2022-23
            • SLCC annual report 2022-23
            • 2022-23 Annual Report Chair Foreword
            • 2022-23 Annual Report CEO’s introduction
            • 2022-23 Annual Report The SLCC at a glance
            • 2022-23 Annual Report Our Board
            • 2022-23 Annual Report SLCC Consumer Panel
            • 2022-23 Annual Report Our performance and improvement
            • 2022-23 Annual Report Our customer service and accessibility
            • 2022-23 Annual Report Our oversight and outreach work
            • 2022-23 Annual Report Our work on policy and reform
            • 2022-23 Annual Report Our organisation
            • 2022-23 Annual Report Our people
            • 2022-23 Annual Report Our contribution to national performance
            • 2022-23 Annual Report Our statistics
            • 2022-23 Annual Report CEO’s closing remarks
          • SLCC Annual Report 2021-22
            • SLCC Annual Report 2021-22
            • 2021-22 Annual Report Chair Foreword
            • 2021-22 Annual Report CEO’s introduction
            • 2021-22 Annual Report The SLCC at a glance
            • 2021-22 Annual Report A year of change and more to come
            • 2021-22 Annual Report Our Board
            • 2021-22 Annual Report SLCC Consumer Panel
            • 2021-22 Annual Report Our performance and improvement
            • 2021-22 Annual Report Our customer service and accessibility
            • 2021-22 Annual Report Our oversight and outreach work
            • 2021-22 Annual Report Our people
            • 2021-22 Annual Report Our contribution to national performance
            • 2021-22 Annual Report Our statistics
            • 2021-22 Annual Report CEO’s closing remarks
          • SLCC Annual Report 2020-21
            • SLCC Annual Report 2020-21
            • 2020-21 Annual Report Chair Foreword
            • 2020-21 Annual Report CEO’s introduction
            • 2020-21 Annual Report The SLCC at a glance
            • 2020-21 Annual Report Our Board
            • 2020-21 Annual Report SLCC Consumer Panel
            • 2020-21 Annual Report Our ongoing response to Covid-19
            • 2020-21 Annual Report Our customer service and accessibility
            • 2020-21 Annual Report Our focus on early resolution
            • 2020-21 Annual Report Our process improvement
            • 2020-21 Annual Report Our staff and industrial relations
            • 2020-21 Annual Report Our outreach and oversight work
            • 2020-21 Annual Report Our contribution to national performance
            • 2020-21 Annual Report Our statistics
            • 2020-21 Annual Report CEO’s closing remarks
      • Our Strategy and Operating Plan
      • Our Performance
        • Our Performance
        • Past quarters performance
          • Past quarters performance
          • Q4 23-24
          • Q3 23-24
          • Q2 23-24
          • Q1 23-24
          • Q4 22-23
          • Q3 22-23
          • Q2 22-23
          • Q1 22-23
          • Q4 21-22
          • Q3 21-22
          • Q2 21-22
          • Q1 21-22
          • Q4 20-21
          • Q3 20-21
          • Q2 20-21
          • Q1 20-21
          • Q4 19-20
          • Q3 19-20
          • 2009-18 Performance Archive
            • 2009-18 Performance Archive
            • How to read our Statistics
      • Oversight & Research
        • Oversight & Research
        • Research & trends in practice
          • Research & trends in practice
          • Client Protection Fund
          • Master Policy
        • Audits & Trends Analysis
          • Audits & Trends Analysis
          • Law Society of Scotland trends analysis and audits
          • Faculty of Advocates trends analysis and audits
      • Our History
        • Our History
        • Our 15th anniversary
        • 15 Years Staff Stories
        • 15 years data
      • Equality
      • Reimagine Regulation
        • Reimagine Regulation
        • History of our proposals and the debate on regulatory reform
        • Our papers and articles on regulatory reform
    • How we are funded
      • How we are funded
      • Our budget
      • Previous budgets
        • Previous budgets
        • Previous budget consultations
          • Previous budget consultations
          • Budget 2008-2009
          • Budget 2009-2010
          • Budget 2010-2011
          • Budget 2011-2012
          • Budget 2012-2013
          • Budget 2013-2014
          • Budget 2014-2015
          • Budget 2015-2016
          • Budget 2016-2017
          • Budget 2017-2018
          • Budget 2018-2019
          • Budget 2019-2020
          • Budget 2020-2021 and strategy 2020-24
          • Budget 2021-2022
          • Budget 2022-2023
          • Budget 2023-2024
          • Budget 2024-2025
          • Budget 2025-2026
      • Our annual accounts
      • Previous annual accounts
    • Consumer Panel
      • Consumer Panel
      • About the Panel
      • Panel members
      • Consumer principles
      • Meeting minutes
      • Vulnerable consumers
      • Registers of Interest
      • Consultations and briefings
      • Demographics
    • Careers at the SLCC
      • Careers at the SLCC
      • Current vacancies
      • Job Applicants’ Privacy Notice
    • Rules, policies and publications
      • Rules, policies and publications
      • Our Rules
      • Policies
      • Previous versions of Rules
      • Updated SLCC Rules from 1 April 2023
      • Biodiversity Reporting
      • Board member expenses
      • Board Member Register of Interests
      • Board Standing Orders
      • Commissioners Payments and Reimbursement of Expenses Scheme
      • Gender Representation on Public Boards
      • Gifts & Hospitality Registers
      • Members' Code of Conduct
      • Public Services Reform Act
      • Risk Management Policy
      • Scheme of Delegation
      • Staff Code of Conduct
      • The SLCC's Governance Arrangements
      • Trade Union Facilitation Time
      • Law Society of Scotland consultation on price transparency
      • Law Society of Scotland consultation on Principles and Outcomes Focused Regulation
      • Law Society of Scotland consultations on Regulation in the 21st Century
      • May 2020 - Developing Scotland’s Artificial Intelligence (AI) Strategy consultation
      • Post-legislative scrutiny of the Freedom of Information (Scotland) Act 2002
      • Response to the Scottish Government consultation: Legal services regulation reform in Scotland
      • Response to the Scottish Solicitors’ Discipline Tribunal Rules Consultation 2019
      • Scottish Government Consultation on Scottish Court Fees
      • Scottish Government Consultation on the Draft Gender Representation on Public Boards (Scotland) Bill
      • Scottish Government’s consultation on the Licensed Providers Regulatory Scheme proposed by the Law Society of Scotland
      • SLCC response to Law Society of Scotland strategy themes consultation
      • 02 July 2019 SSDT consultation on standard of proof
      • Our legal panel
      • SLCC Equalities Report, May 2025
    • Privacy
      • Privacy
      • Privacy Notice
      • Under 16s' Privacy Notice
      • Cookies List
    • Sitemap
  • Contact us
    • Contact us
    • Accessibility
      • Accessibility
      • Other languages
      • Accessibility Statement
    • Freedom of Information
      • Freedom of Information
      • Exemptions
      • Charges
      • Right to Appeal
      • Environmental Requests
      • Reuse of Public Sector Information
      • Published Freedom of Information Responses
    • Our communication standards
    • Service Delivery Complaints
      • Service Delivery Complaints
      • CEO and Board complaints
    • Feedback
  1. Home
  2. About us
  3. News
  4. SLCC complaints levy increases to 5000 from 1st July – but there is a reduced levy

SLCC complaints levy increases to £5,000 from 1st July – but there is a reduced levy

21st June 2019

What’s changing?

The complaints levy is currently £3,500, but for complaints heard and upheld at committee on or after 1st July this will increase to £5,000.  However, this complaints levy can be reduced to £3,000 at the committee’s discretion if it thinks the lawyer or firm has followed good practice in complaint handling.  There is also a nominal complaints levy of £1,000 if the committee considers the inadequate professional service to be very minor.

What does this mean?

In considering whether a reduced complaints levy should be awarded, the committee will take into account:

  • Whether internal firm complaint handling policies and procedures were followed.
  • Timescales and thoroughness of the investigation and response to the complaint, both internally and at the SLCC.
  • Whether the complainer was correctly signposted to the SLCC
  • Whether there was any acceptance of service failings or offer of reasonable settlement
  • If new explanations, that could have reasonably been provided to the complainer earlier, were only raised once the complaint reached the SLCC
  • Any other issues relating to the internal handling of the complaint or contact with the SLCC

The firm had admitted its error and attempted to reach a resolution with the complainer internally.  The committee directed a reduced complaints levy.

How can you make sure your complaint handling is up to scratch?

Make use of the best practice resources on the SLCC’s website.  In particular, the formal ‘Section 40’ guidance on complaint handling.  The SLCC also regularly speak on complaints at accredited CPD events around Scotland.

Why the change?

The increase is part of a move to more of a ‘polluter pays‘ model.  The whole profession shouldn’t have to carry the cost for when complaints have not been handled properly and reach the most expensive stage of our process.

 

We publicly consulted on this change in January 2019, a part of our budget consultation.  There were no comments received on increasing the complaints levy.

Any questions?

Contact enquiries@scottishlegalcomplaints.org.uk

Additional

News Archive

  • 2025
  • 2024
  • 2023
  • 2022
  • 2021
  • 2020
  • 2019
  • 2018
  • 2017
  • 2016
  • 2015
  • 2014
  • 2013
  • 2012
  • 2011
  • 2010
  • 2009
  • 2008
Complaints
  • Start your complaint
  • Handling complaints
  • Frequently Asked Questions
  • Service Delivery Complaints
Information and Privacy
  • Privacy Notice
  • Cookie Policy
  • Freedom of Information
  • Sitemap
  • Accessibility Statement
Accessibility
Scottish Legal Complaints Commission
Capital Building, 12-13 St Andrew Square
Edinburgh
EH2 2AF
enquiries@scottishlegalcomplaints.org.uk
Tel 0131 201 2130
Scottish Legal Complaints Commission
Copyright © 2025 Scottish Legal Complaints Commission