The Law Society is still failing to meet the majority of complaints-handling targets set by Legal Services Complaints Commissioner (LSCC) Zahida Manzoor.
Manzoor published her interim report into the society’s handling of public complaints last week (14 November), revealing that it was meeting just two of the seven targets set in May this year.
The Law Society is falling short of its targets for public satisfaction and quality of decisions made, and is also failing three timeliness targets. It succeeded in closing 53 per cent of complaints within three months and 75 per cent within six months.
Manzoor said a financial penalty may be considered if complaints are not handled appropriately.
Law Society chief executive Janet Paraskeva said: “There is a fundamental misunderstanding about the nature and unintended consequences of meeting our complaints-handling targets. In order to hit some of the targets set by Ms Manzoor, we would have to ignore some complaints which have been in the system for over twelve months, which would be a disservice to the consumer.”