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Driving improvement, boosting efficiency
The SLCC works hard to make the complaints process as smooth and swift as possible, all while delivering a quality service and fair and impartial investigations. One of the ways we do that is through continuous improvements to our complaints process.
Helping Client Relations Managers to help others
Being a CRM can be a daunting task. You know that complaints are a standard risk in any service industry, but others in the firm may not recognise that – if they want to think about complaints at all! Our discussions with Diploma students and trainees regularly highlight their trepidation that complaints could be made about their work, or the fact that they’re not sure how to deal with them.
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...
Price transparency report
In June 2024 we published a report on the benefits of price transparency and clear costs to reduce the risk of misunderstandings which often lead to complaints. The report outlines...
A short guide for Client Relations Managers - Helping your trainees with complaints
This short guide highlights some resources for CRMs to help trainees and less experienced staff to consider and discuss complaints, and to support better risk management by the firm.
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.
Law Society of Scotland consultation on Principles and Outcomes Focused Regulation
We welcome the Law Society of Scotland opening up the debate on the future of solicitor regulation in Scotland. We agree that there are lessons to be learned from other...
SLCC launches new guide for solicitors on preventing complaints
The Scottish Legal Complaints Commission (SLCC) has launched a new guide to help solicitors avoid the most common complaints.
The short guide – based on the SLCC’s experience of real cases – outlines ten steps which solicitors can take to avoid the most common complaint scenarios.
SLCC responds to price transparency consultation
The Scottish Legal Complaints Commission has submitted its response to the Law Society of Scotland’s consultation on price transparency.
The response recommends that price transparency should be the default. It also recommends that the Law Society promotes a standardised format for website and offline pricing information.
SLCC introduces new complaint levy policy
The SLCC has introduced a new Complaint Levy Policy.
SLCC launches new guide for solicitors on family law
The Scottish Legal Complaints Commission (SLCC) has launched a new guide to help solicitors avoid the most common complaints in relation to family law. The guide – based on the...