Law Society makes significant reduction in conduct complaint timescales

The Law Society of Scotland has reduced its timescale target for conduct complaints, while improving transparency for parties involved in a complaint as a result of internal restructuring and increased resourcing for conduct matters.

A new Scottish Legal Complaints Commission (SLCC) report highlights the reduction in the time taken for the Law Society to complete conduct complaints. As part of its oversight duties the SLCC issued three recommendations in 2023, which included setting a new timescale target and improving communication with both complainers and solicitors.

Rachel Wood, Executive Director of Regulation at the Law Society of Scotland, said: “It’s vital that we have a complaints process that works to ensure confidence in Scotland’s solicitor profession and the way it is regulated.

“We have worked positively with the SLCC on implementing their recommendations, alongside our own ongoing improvement of our regulatory processes, to ensure that we are as effective and as efficient as possible. Complaints are very challenging for all parties involved, however the changes we have introduced have enabled us to speed up our processes and ensure that those involved in the complaint process know what to expect at each stage.

“It is a pivotal time for Scotland’s legal sector as we work towards implementing major changes over the next few years under the Regulation of Legal Services (Scotland) Act 2025. The legislation will significantly modernise our current system of regulation, providing stronger protection for the public, clearer accountability, and faster resolution when things do go wrong. It will be essential that we  have an ongoing dialogue with other regulatory authorities including the SLCC, and take a joined-up approach to regulation to ensure the success of these reforms.”