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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...
If we receive a complaint about you
We understand that finding out a complaint has been made against you can be stressful. The information below is designed to guide you through the process.
Early Resolution - are you missing an opportunity?
In the past few months we've been focussing on the early resolution of complaints. In this article for our newsletter, Susan Williams outlines the benefits.
SLCC report on engagement with the profession
As well as dealing with complaints, we provide a best practice service for legal practitioners. We hold data on around 15,000 complaints and we want to build a culture of learning so that common problems can be avoided.
Charging for complaints - why you shouldn't do it
We’ve recently seen several Terms of Business or letters that indicate an intention to charge a “levy”, a flat fee or time-charge for dealing with any complaints which are not upheld. Why do we suggest that none of these examples is good practice?
What happens when we request your file for an investigation
The Court of Session recently issued two rulings on the SLCC’s right to require information, including confidential information, from firms in order to investigate complaints. It also clarified the restriction on firms sharing legally privileged material where consent has not been given by their client.
Managing the personal impact of complaints
Being complained about can be difficult, stressful or distressing. It can feel very personal to receive a complaint when you feel you have tried your best to help someone. Sometimes a complainer’s distress will lead them to act in inappropriate ways when making their complaint, which can be difficult to deal with. In a small number of cases, complainers’ actions can be threatening, leading firms to believe there are risks to the safety of staff.
Peer advice on property investment schemes
We’re delighted to share this guest blog post from Professor Stewart Brymer of the University of Dundee and the Scottish Conveyancers Forum. The SLCC has recently seen multiple cases of this nature so we wanted to highlight the trend and share peer advice on what solicitors might want to consider in this area.
Be clear, open and transparent with customers from the start
This article was first published in The Scotsman on 11 July 2022
It has never been more important to recognise vulnerability
This article was first published in The Scotsman on 31 August 2020
Early resolution of complaints allows both parties to move on
This article was first published in The Scotsman on 25 November 2019
Recognising complaints will lead to happy customers
This article was first published in The Scotsman on 14 June 2021