Scottish Legal Complaints Commission

Would you recognise a complaint when you saw it? If you’re waiting for a ‘formal’ complaint before you act, you might miss the chance to spot an early concern, deal with it quickly and move on. For more information, visit our website. The link is in the comments below. #PreventionIsKey

Not sure about our process? If you're a solicitor, our new Process Assistance Line (PAL) offers friendly, confidential information. We won’t discuss any specific case details – we’ll simply explain how the system works, what to expect, and what your role might be. Just give us a call on 0131 201 2130 and ask for PAL. For further information, visit our website – link in the comments below. #Process #Legal

It costs more to acquire a new client than to retain an existing one. That’s why it makes good business sense to focus on reducing complaints and enhancing client satisfaction. Our practical tips can help you improve satisfaction at every stage of a transaction, minimising risk and building stronger client relationships. Click through the images below, or for more information visit our website. The link is in the comments below. #LegalComplaints #PracticalTips

New podcast episode: Handling complaints more effectively Complaints aren’t always a favourite topic - but they’re a normal part of delivering legal services. In this episode, we discuss practical ways to handle complaints confidently and constructively. ✔️ Build your skills ✔️ Meet your CPD requirements Check out our new podcast below - or have a look at previous episodes in our playlist. #LegalProfession #CPD #ComplaintsHandling #ProfessionalDevelopment #LegalPodcast

Stay informed with Snapshot – your go-to newsletter for updates on key legal topics! Haven’t signed up yet but want to stay informed? You're in the right place! Snapshot covers key topics, including why it’s never too late to resolve complaints, real-life case studies, and expert insights. Want to find out more? Sign up today - https://lnkd.in/e4str_qi. #Newsletter #LegalUpdates #StayInformed

Most people complain about their solicitor because they: ➡️ Don't understand something – they may not have received enough information. ➡️ Find the communication unclear – they don’t understand the language used. ➡️ Feel unheard or ignored – they don’t feel listened to or kept in the loop. ➡️ Have unmet expectations – which haven’t been managed by their solicitor. ➡️ Experience delays – the matter seems to drag on as they struggle to get updates or answers to their queries. By applying our practical tips under the four service standards, practitioners may reduce the risk of complaints and improve client satisfaction - leading to fewer formal complaints. To find out more, visit our website. The link is in the comments below. #Complaints #Legal

When it comes to keeping file notes, it makes sense to record not only what happened and when, but also your thinking at the time to remember why you suggested that option. Below are our best practice tips for keeping your file notes in tip-top shape! If you’d like to find out more about preventing complaints, visit our website. The link is in the comments below. #PreventionIsKey #FileNotes #Legal

We know that receiving a complaint can feel like a breakdown in trust - but withdrawing from acting isn’t always the best option. Many complaints arise from misunderstandings or communication breakdowns rather than serious issues. Sometimes, people make complaints simply because they feel they have no other way to get the information they need. Taking a resolution-focused approach can help reduce stress and save you time. Find practical guidance and support on our website – link in the comments below. #LegalSupport #ComplaintHandling

Have a look at the latest article by Vicky Crichton in The Scotsman, “We’re ready to put consumers at the heart of legal regulation”. Read her article - link in the comments below. #complaints #regulation

We are delighted to have been chosen by Scottish Legal Complaints Commission’s staff as their Charity of the Year! 💜 Laura Wood, our Trust and Corporate Fundraiser and Jane Kennedy, our Income Generation and Partnership Lead, met with the Scottish Legal Complaints Commissions team earlier this week to launch the exciting new partnership. The team are already thinking of ways to raise funds to support Scottish Autism and are keen to take part in a charity challenge. Watch this space! We’re looking forward to working with the organisation and seeing what we can achieve together! Thank you to everyone involved in helping to shape a more inclusive Scotland. If you would like to find out more about a partnership with Scottish Autism, please get in touch with Jane and Laura, or email the team at fundraising@scottishautism.org. #ScottishAutism #CharityOfTheYear #Partnership #MakingADifference #AutismAwareness