25 April 2008
The Law Society has firmly opposed the Legal Complaints Service's proposals to publish solicitor complaints records.
The Society today submitted its response to the LCS Consultation 'Exploring the publication of solicitors complaints records'. The response outlines in detail why the current proposals will unfairly penalise even solicitors who give good client care and be misleading to clients.
Law Society Chief Executive Desmond Hudson explains that the LCS's preferred option is a mistake that will rebound to the disadvantage of the public.
He says; “The Law Society agrees that it is important that clients should have meaningful information to help them choose a solicitor who is right for their legal problem and situation. But we do not believe that the LCS's proposals are likely to achieve this. Indeed, they may well mislead clients away from competent solicitors. We want to assist solicitors to deal well with clients and are committed to devoting significant resources to enhance client service across the profession. We are giving solicitors real tools which demonstrate good practice and provide them with training. This is more likely to achieve good service to clients than what looks like a crude exercise in naming and shaming."
The Society is outlining, in its response, a host of arguments to explain why publication will have no benefit to clients. It agrees that solicitors should be pursuing excellence in client service and provide appropriate redress when things go wrong. How a solicitor responds to client complaints is a very tangible expression of their ability to provide quality customer service and their professionalism.
The Law Society is urging the LCS to use this consultation to encourage a real debate on improving standards of client care within the legal profession. The Law Society is undertaking positive work to help solicitors improve standards of client care and complaints handling by developing a range of products and services for its membership. This move complies with best practice demonstrated by a range of international complaints handling bodies.
The Law Society is boosting excellence in client care and complaint management by issuing a series of practice notes to help solicitors increase client satisfaction, promote their practice in the competitive legal services market, lower their insurance premiums, demonstrate their professionalism and enhance the reputation of the profession.
The Law Society believes that clients are better served by knowing who has a record of providing excellent quality client care. Firms with Lexcel accreditation have 40% lower complaints records than firms without it. Firms on SRA accreditation panels are monitored for their client care and complaints resolution skills as well as their technical expertise. There are around 4,500 firms registered between these two quality mark programs and the Law Society is working to make it easier for members of the public to use our Find a Solicitor search engine to locate such firms.
The initiative is aimed at supporting solicitors to deliver a more client focused service and highlights the Law Society’s commitment to help solicitors achieve good practice in complaints handling.
