Our 2026-27 Operating Plan

This operating plan for 2026-27 is the first year of our 2026-30 strategy. 

Our vision is legal services that work for everyone.

Our mission is to resolve complaints and drive quality improvement.

Our objectives are to:

• Transform the organisation and our services through agile implementation of the new legislation, delivering improvements for the public and sector, and creating a coherent approach as a regulatory authority.  
• Deliver a high-quality service which is fair and impartial, inclusive and accessible, prompt and proportionate, and has good customer service at its heart.  
• Improve and innovate in our service and project delivery, and support and promote improvement in the legal services sector.  

Our values are:

• Fairness: We will act with honesty, impartiality, openness and accountability in all our actions and decisions.  
• Respect: We will treat people with kindness and empathy, value diversity, and care about the customer service we deliver to the public and profession.  
• Clarity: We will communicate clearly and concisely, and make sure our decisions, policies and processes are accessible and understandable.  
• Courage: We will take difficult decisions, strive to learn and improve, and lead change with agility and resilience.  

Projects are cross referenced to our strategic aims. [T] = Transform, [D] = Deliver, [I] = Improve.

1. We will process an estimated 1628 incoming complaints and maintain our performance and customer service on core processes. [D]
2. We will process 26 new appeals, continue to process appeals already in the system and, where possible, learn lessons from them. [D]
3. We will continue our innovation and change programme, including our agile process improvement work, looking for new opportunities to work more efficiently, reduce the time it takes to handle complaints, and improve the quality of our work. [I]
4. We will also start to develop sprints for bringing in the new complaints process next year (under the 2025 Act) and ensure all staff are fully up to date and confident with the system. [T]
5. We will continue to review our approach to s17 non-compliance by solicitors to achieve a substantial and sustained change in the level of compliance. We will:  
   • Consider our approach to using the court process v progressing cases making decisions just based on evidence we have
   • Monitor S17 engagement and general engagement with SLCC
   • Consider publishing cases, and the use of ‘competence’ referrals
   • Work collaboratively with stakeholders on the issue
   • Consider action on any gaps in our current approach – such as repeat offenders who may pose public interest issues. [D, I]
6. We will develop new s17 arrangements aligned to amended powers in the 2025 Act. [T]
7. We will develop, consult on, and (where appropriate) finalise arrangements to implement the new complaints process set out in the 2025 Act, including:
   • New Rules
   • New process and procedures
   • Staff and member training
   • A new case management system. [T]
8. We will develop and consult on policy in relation to our new powers in the 2025 Act to raise complaints in our own name and to disclose information about complaints in the public interest. [T]
9. We will engage with the Law Society of Scotland to understand their plans for implementation of the licensed legal services providers scheme. [D]

1. Our Service Experience Team (SET) will continue to identify proportionate new opportunities to improve customer service (either implementing reform, or for our existing process) and implement these within the year. SET will also continue their work to review all customer feedback, share this with staff, Board and the Consumer Panel and promote any learning that comes from that work. [I]
2. We will ensure our approach to accessibility is embedded in all our work, including the development of the reformed complaints process. [T, I]

1. We will continue work to deliver our statutory duties of oversight in relation to the Relevant Professional Organisations. [D]
2. We will process an estimated 15 incoming handling complaints and maintain our performance and customer service on core processes. [D]
3. We will develop a revised handling complaints process in line with the changes in the 2025 Act. [T]
4. If required, we will review and update the approved regulator complaints system in line with the changes to the regime delivered by the 2025 Act. [T]
5. We will review our strategic approach to using our enhanced oversight powers in line with the changes in the 2025 Act, including the regulatory objectives. [T]

1. We will carry out scoping, costing and initial planning to establish, promote and run a complaints system for, and register of, legal services providers not regulated under chapter 2 of the 2025 Act. [T]

1. We will deliver a programme of outreach to the profession through newsletters, videos, online content, training and events. [D, I]
2. We will review and update our guidance on complaint handling in line with changes in the 2025 Act. [T]
3. We will develop a vision for our trend reporting to support learning and improvement. [T]
4. We will ensure the sector are aware of forthcoming changes to the complaints system. [T]
5. We will begin a full review of our website to ensure the content is accessible, legally correct and accurately reflects our updated powers, functions and processes. [T, I]
6. We will stay updated on best practice and innovation in regulation and complaints to build knowledge and networks to inform transformation and ongoing continuous improvement. [T, I]

1. We will ensure the Consumer Panel has the membership, governance and support to deliver against its new remit. [T]
2. The Consumer Panel will transition to a new operating model. [T]
3. The Consumer Panel will increase visibility of its independence, expanded role, work and priorities. [T]
4. The Consumer Panel will review the evidence of consumer experience of using legal services and the principles that underpin consumer-focussed regulation. [T, I]

1. We will manage a complex and interconnected programme of transformation, ensuring multiple projects come together to deliver the full benefits of the 2025 Act. We will ensure governance, oversight, best value, and internal audit of the transformation programme. [T]
2. We will continue liaison with Scottish Government on commencement orders and funding. [T]
3. We will engage and collaborate with stakeholders across the regulatory system to ensure successful implementation. [T]
4. We will ensure we have the consumer and sector evidence and insight we need to inform our transformation work, identifying any gaps in our knowledge and working with others – including the regulators and Consumer Panel – to address them. [T]

1. We will process an estimated 32 FOI requests and 24 GDPR requests. [D]
2. We will continue to look at ways to improve our environmental sustainability and run awareness events for staff. [I]

1. We will complete our retendering of our Legal Panel and make new appointments for 1 October 2026. [D]
2. We will continue to work on the case management system. This will either be an upgrade and development or replacement based on the outcome of our 2025-26 project. [T, I]
3. We will review the market for IT kit to support the running of the organisation. [T, I]
4. We will review our HR Policies in light of the Employment Rights Act 2025. [D]
5. We will continue to explore best uses of AI to improve processes and make efficiencies. [I]
6. We will review contracts for best value. [D]
7. We will begin work to review our lease as the five-year break clause approaches in 2028. [D]
8. We will publish our Biodiversity Report for 2024 to 2026. [D]
9. We will review the impact of reform and the progress with commencement orders on the levy for 2027-2028. [T]
10. We will consider reviewing job descriptions in light of changes from reform (if reform is sufficiently progressed). [T]
11. We will deliver a range of events to support staff wellbeing and inclusivity. [D]
12. We will work with Scottish Government on the public appointments process to replace members demitting office in June 2027 (legal member), August 27 (legal member) and December 27 (lay member). [D]