If we are dealing with a complaint made about you or your firm, we recommend that you make yourself familiar with the following information:
Find out more about our process and what happens at each stage of the complaint journey (eligibility, mediation, investigation and determination).
The SLCC Rules
Our rules provide a framework for assessing complaints. These should be read along with the Legal Profession and Legal Aid (Scotland) Act 2007.
SLCC Policies and Procedures
We have policies and procedures on complaint handling, the complaints levy, oral hearings, document retention and destruction and compliments and complaints about the SLCC's service and staff.
You can find out more about compliance in our rules and policies and procedures, but two key points are below:
Providing evidence to confirm compliance
In order to ensure full compliance with Section 16 of the Legal Profession and Legal Aid (Scotland) Act 2007, practitioners should ensure that the SLCC is provided with a thorough explanation of the action which he / she has taken to implement a Section 10(2) decision and provide written evidence, wherever possible, e.g. a copy of the letter paying compensation, an amended fee note and confirmation of fee refund.
Failing to comply with determinations
Where practitioners have failed / delayed to comply (in full or part) with Section 16 within the timescales specified by the SLCC, the SLCC will report the failure / delay to the RPO and may proceed to seek enforcement of the decision. No reminders will be issued to the practitioners where timescales have not been met. The RPO may decide to raise a conduct complaint against the individual who has failed to comply.