Spotlight
Family Court Practice, The
Order the 2021 edition due out in May
Court of Protection Practice 2021
'Court of Protection Practice goes from strength to strength, having...
Jackson's Matrimonial Finance Tenth Edition
Jackson's Matrimonial Finance is an authoritative specialist text...
Spotlight
Latest articles
Queer(y)ing consummation: an empirical reflection on the Marriage (Same Sex Couples) Act 2013 and the role of consummation
Alexander Maine, Lecturer in Law, Leicester Law School, University of LeicesterKeywords: Consummation – adultery – marriage – empirical research – LGBTQConsummation and...
A v A (Return Without Taking Parent) [2021] EWHC 1439 (Fam)
(Family Division, MacDonald J, 18 May 2021)Abduction – Application for return order under Hague Convention 1980 - Art 13(b) defence – Whether mother’s allegations against the father...
Domestic Abuse Toolkit for Employers
The Insurance Charities have released an update to the Domestic Abuse Toolkit for Employers.Employers have a duty of care and a legal responsibility to provide a safe and effective work...
Two-week rapid consultation launched on remote, hybrid and in-person family hearings
The President of the Family Division, Sir Andrew McFarlane, has announced the launch of a two-week rapid consultation on remote, hybrid and in-person hearings in the family justice system and the...
Pension sharing orders: Finch v Baker
The Court of Appeal judgment in Finch v Baker [2021] EWCA Civ 72 was released on 28 January 2021. The judgment provides some useful guidance on not being able to get what are essentially...
View all articles
Authors

Law Society fined for inadequate complaints handling plan

Sep 29, 2018, 17:45 PM
Slug : 03-06-2008-law-society-fined-for-inadequate-complaints-handling-plan
Meta Title :
Meta Keywords :
Canonical URL :
Trending Article : No
Prioritise In Trending Articles : No
Date : Jun 3, 2008, 09:37 AM
Article ID : 90419

The Legal Services Complaints Commissioner, Zahida Manzoor, announced today that she would be imposing a penalty of £275,000 on the Law Society following her decision to declare its complaints handling Plan for the period 1 April 2008 to 31 March 2009 inadequate to secure the effective and efficient handling of complaints.

The Law Society delegates responsibility for complaint handling to the Legal Services Complaints Board and the Solicitors Regulation Authority Board.

The Legal Complaints Service (LCS) has reacted angrily to the fine.

Professor Shamit Saggar, Chair of the Board of the Legal Complaints Service called for the removal of Ms Manzoor from her position as Legal Services Complaints Commissioner. "She has outlived her usefulness and a future for legal consumer redress without her input is called for," he said.

This is the second time in two years that the Commissioner has used her powers to impose a penalty on the Law Society - it previously paid a £220,000 fine for submitting an inadequate Plan for the year 2006/07.

The Commissioner said: "It is with regret that I have to announce a penalty for the Law Society and for the second time in two years.

"LCS is not a value for money service with solicitors paying annually over £31million for it to handle complaints. LCS is inclined to compare itself to 'gold standard complaint handling organisations' but its individual casework costs are high - at around £2,000 per case it is much higher than the average of other complaint handling organisations that this comparison is inappropriate," she said.

Professor Saggar said the decision was "completely unjustified" and distorted the true picture of the effectiveness of the organisation.

"By any reasonable measure this is a completely unjustified and disproportionate action by the Legal Services Complaints Commissioner that brings no benefit to either the legal profession or consumers of legal services. You do not fine a successful organisation, let alone one that in fact leads the way in consumer redress.

"It is also a complete distortion of a picture that actually demonstrates impressive and sustained improvement in the work of LCS over the past two years," Professor Saggar said.

The LSC says that customer satisfaction with their service over the last three years has risen from 70% to more than 85%.

The Board for the LCS was appointed in January 2006 and it has around two more years to run before it closes its doors and the new Office for Legal Complaints is established.

The Legal Services Act 2007 set the stage for wide-ranging reforms to the provision and regulation of legal services in England and Wales. The Act establishes the Legal Services Board, which will be a single independent oversight regulator that will replace the current oversight regulators. The Act establishes the Office for Legal Complaints, which will administer an ombudsman scheme that will deal with all consumer complaints about legal services.

Categories :
  • News
Tags :
Authors
Provider :
Product Bucket :
Recommend These Products
Related Articles
Load more comments
Comment by from