Law Soc fails to handle complaints

The Law Society is still failing to meet its complaints handling targets, the latest report from the Legal Services Complaints Commissioner reveals today (22 November).

The Commissioner, Zahida Manzoor, released the results of the annual case file audit of the society’s performance in complaints handling.

She found that the delay in dealing with cases has been reduced from an average of 95 days in 2005 to just 65 days this year, but that around half of all complaints still suffer from an avoidable delay.

Manzoor also said that just 10 per cent of initial letters issued to consumers contain all the information they should do.

However the Law Society has made improvements in a number of areas of complaints handling, including acting on the advice given by casework consultants.

Manzoor concluded her report by saying: “The Law Society needs to focus its efforts on those areas where, if improvements were made in the quality of complaints handling and they were dealt with more quickly, there would be a direct benefit to the consumer.”

The Commissioner audited 516 casefiles closed in June and July 2006 to produce the results.