Legal complaints video released for public benefit

The Law Society of Scotland has joined forces with the Scottish Legal Complaints Commission to create a video to help members of the public understand the legal complaints process in Scotland.

The four and a half minute film highlights what people can do on those occasions that something goes wrong between a solicitor and their client. It explains the steps involved in the complaints process and the options available to the public.

Carole Ford, convener of the Society’s Regulatory Committee, said: “The vast majority of people are very happy with the service they receive from their solicitor, but it’s important that those who are not satisfied know that they have somewhere to go, and that there are processes in place that can help resolve any issues.

“The Law Society has worked closely with the SLCC on this joint venture and I think we have successfully produced a valuable tool that could go a long way to helping the public understand the complaints process from start to finish.”

Matthew Vickers, SLCC chief executive, added: “Having dealt with legal complaints over the past six years, we appreciate that the current process is complex and can be a difficult one for clients to understand. I welcome this video as a valuable tool to inform the public about how the legal complaints process works, and the stages within it.”

Susan McPhee, head of policy and communications at Citizens Advice Scotland, commented: “We welcome this video from the Law Society of Scotland and the Scottish Legal Complaints Commission. Consumers in Scotland need clear routes to resolve issues they have with solicitors – and these routes need to be easily understood by consumers.

“This video provides a gateway for consumers to find out what they need to do, and what their solicitors are obliged to do if there is a disagreement. I hope it is used by consumers to ensure rights are respected and protected.”