The Scottish Legal Complaints Commission (SLCC) has launched a new analysis tool which will allow firms to identify and reduce the common causes of complaint.
The new tool will operate alongside Law Society of Scotland rules updated earlier this year.
The tool is an analysis form enabling firms to address the causes and impact of a complaint, look at how it may have been avoided and understand what will help in future.
The analysis form will be sent to firms who have receives an upheld decision from an SLCC determination committee. Alternatively, it can be found on the SLCC website.
Vicky Crichton, the SLCC’s director of Public Policy, commented:
“Reflecting on the likely causes of complaint in your business, and considering how to reduce them, should form a core part of a firm’s approach to risk management. Tackling those issues will benefit the firm, as well as its current and future clients.
“Reducing the common causes of complaints also reduces the costs of complaints going into the full statutory process. This work is even more important on the light of the financial challenges the sector faces as it responds positively to the impact of COVID-19.”
We spoke to Vicky Crichton earlier this ear about SLCC processes.