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How do the Law Society Rules and Guidance link together?
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...
Principle 1 - An accessible process
All your staff should know where to access your complaints policy, and know the correct steps to follow and advice to give to those asking about it.
Principle 4 - An objective process
We’ve already emphasised how important it is to be transparent about your firm’s policies and how you will look into a complainer’s concerns. We recognise that demonstrating objectivity in the...
Practical tips to help you answer complaints
As a follow up to our Improve your complaints process - statutory guidance we've put together some practical tips to help you answer complaints.
Respond
It makes sense to communicate clearly and act without delay when carrying out any instructions. Exactly the same applies when framing your response to a complaint. We’ve given some more...
The complaints process if you're complained about
The information on this page is for lawyers who have had a complaint made against them. There is information elsewhere on our website on the complaints process if you are...
Terms of Business report
Properly crafted terms of business play a vital part in risk management. They help to manage client expectations and provide an opportunity for firms to clarify the work they will...
For consumers
These pages have guidance, advice and links specifically intended to help consumers. We cannot give you any legal advice, but we can help you understand the process and we’ve included...
Consumer guides
The information in these guides is not legal advice. Here are some organisations who may be able to help you if you do need legal advice.
Responsibilities of Members
SLCC members are expected to act in the best interests of the organisation. They must act in accordance with: The Legal Profession and Legal Aid (Scotland) Act 2007 SLCC governance...