These Law Society of Scotland Rules speak about complaints:
- B5.5.2 - all Scottish solicitors must have a written complaints process. Clients should be given information about it, and be provided with copies on request
- B5.5.1 – every firm must appoint a Client Relations Manager, who is responsible for keeping records of complaints
- B4 – clients should be told who to contact with any concerns or complaints
- B4.2 - your Terms of Business must include reference to the client’s right to approach the SLCC, whose full contact details must also be included.