Changes to the rules of the Scottish Legal Complaints Commission are being put to consultation today, including increasing the time limit for bringing a claim from one to three years and introducing gender neutral language.

The current rules were introduced in 2016, and the proposed updates allow for more streamlined process including digital processes and video hearings.

Vicky Crichton, director of public policy at the Commission, commented:

“Our 2020-24 strategy committed us to a drive to digital – moving to a paperless and digital first approach, and the experience of the last 18 months has only underlined the importance of this.

“Our rules were last updated in 2016, so we felt an update was timely. Following a thorough review, we are delighted to consult on amendments which reflect that digital focus. The changes proposed take account of the changing external landscape and norms, including technology, communication methods and administrative tools.

“The amendments also respond to specific issues which have arisen in the last five years, where we have identified that a change in the rules would be desirable to update or to clarify our processes and procedures. This includes updates relating to confidentiality, the requirements to make a complaint, a focus on resolution, and gender neutral language.”

She added:

“Together, these changes will ensure the SLCC is able to discharge its statutory duties as efficiently and effectively as possible. We look forward to hearing others’ views on these proposals over the next few months.”

Click here to access the consultation documents. The deadline for responses is 1 December 2021.

We spoke to Vicky Crichton, about what solicitors and firms can do to avoid complaints and why communication on progress and fees are key. Recorded before the current crisis, the information remains highly relevant to the new way of working where client demands will still continue.

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