SLCC report shows complaints back near pre-Covid levels
Complaints to the Scottish Legal Complaints Commission rose in 2022-23, in line with predictions for the first full year without lockdown restrictions since the Covid-19 pandemic, the SLCC's annual report for the year reveals.
Published today, the report shows complaints during the year rising from 1,159 in 2021-22 to 1,283 (the last pre-Covid year saw 1,326 complaints). During the year, 491 complaints were accepted for investigation (496 in 2021-22), 182 rejected for investigation (compared with 222), and 391 (compared with 306) resolved, withdrawn or discontinued before a decision to accept or reject. The number open at the end of the year rose from 459 to 587.
Since fewer complaints from 2021-22 (only 2%) were not yet resolved, the report also shows a breakdown of outcomes for these. For that year, 8% were regarded as premature, 10% related to conduct, 23% were resolved at eligibility, 19% rejected and 5% closed before a decision at that stage, 7% were closed at mediation, 16% after investigation and 10% after determination.
Executries was the most frequently complained-of practice area, at 24%, followed by residential conveyancing (21%), family law (12%), litigation (12%) and "personal conduct" (6%). Complaints about communication were the most frequent type at 22%, followed by failure to act in the best interests of the client (18%); all other categories including delay were below 10%.
A total of £278,066 was awarded in compensation for inconvenience and distress, £72,780 for financial loss, and £39,384 in fee reductions or refunds.
In a year that saw a 5% reduction in the annual levy, the accounts show expenditure exceeding income by £48,000, and a similar reduction in net assets/equity. For 2023-24, when the levy rose again, the board took the decision to use some reserves to support some preparation work related to reform, and office move costs. An increase of 0-5% in complaints is predicted. "For the 2024-25 budget the board will need to review the level of reserves forecast and the impact that has on the budget and levy", the financial report notes.
The SLCC said it had "successfully maintained core performance and consolidated historic lows in complaint handling time on reduced resource".
Chief executive Neil Stevenson commented: "I am immensely proud of what our staff have delivered this year. Successfully maintaining our core performance and delivering our operating plan for the year on reduced resource was a big ask. Doing that in the context of competing demands from external reform and significant internal change, including an office move and IT transformation, has been an immense challenge, but one our team has risen to.
"Alongside that, we have never lost sight of the importance of good customer service, accessibility and listening to our stakeholders and those who use our services. We’ve delivered a number of improvements to our service this year which are informed by the feedback we’ve received and the everyday interactions we have with consumers and the legal profession."
He hoped the Regulation of Legal Services (Scotland) Bill would "deliver a real step change in the efficiency and effectiveness of the complaints system and the way learning from complaints drives improvement in practice".
Read the annual report here, and the financial statements here.