The Panel fed into discussions on the SLCC’s Delivering Clarity workstream, designed to make communications clearer and more accessible. It advised on language to reassure and empower consumers looking to make a complaint, and how to make sure consumers understand what they will be required to do during the complaints process.
The Panel also helped to identify consumer and support organisations who could advise on the challenges and sensitivities of dealing with complaints from some specific groups of vulnerable consumers. This helps to build the knowledge and understanding of SLCC staff, and ensures the organisation is well placed to recognise and support consumers who may display vulnerabilities. This is a core interest for the Panel.
The Panel has continued to highlight the need for the consumer voice to be heard in discussions about reform of legal services regulation. Members have discussed opportunities with the Scottish Government to take an approach which bases solutions on the views of the public as well as the profession and other stakeholders. The Panel believes this is vital in order to deliver reforms that truly meet consumer needs and inspire public confidence. The Panel hopes to see this reflected in the approach to the recently published consultation.
Throughout the year, the Panel provides reflections on the customer feedback the SLCC receives, which informs the development of forthcoming service experience improvements. Members also fed in expertise on best practice in areas such as help or enquiry lines, consumer research and service design.
The Panel brings a wealth of experience and insight on consumer interests. Members use that to advise and assist the SLCC in delivering a complaints system for all users which is accessible, provides clear and understandable information and decisions, and delivers a good customer experience.