Making a complaint about us
As in every organisation and despite our best efforts, things
sometimes can and do go wrong. We want to know when we have not
provided the kind of service we aim for. That way, we can try to
put things right, learn from any mistakes and take action to
improve our service for the future.
Similarly, we like to know when we provide a good service or
where a member of staff has been of particular help. We welcome
ideas, suggestions and more general comments about our work,
processes, policies and standards.
Our handling of complaints against solicitors
If you are unhappy with the way we dealt with your complaint
about the conduct of a solicitor then you can of course raise this
directly with our staff team. If you remain unhappy then you
can make a handling complaint to the Scottish Legal Complaints
More information is available via the Commission's website.
Complaints about staff, policies and procedures
The Society has published service standards which explain what
you can expect when you contact us and how we will handle your
correspondence. This includes an overarching aim to treat
people fairly and with respect.
If you want to make a complaint about a member of staff, our
processes or policies then please contact our chief executive.
It is our practice to respond to all complaints, compliments and
comments within ten working days with either a detailed response or
an acknowledgment. We will also indicate the likely
timescales involved in responding fully to your feedback where it
has not been possible to do so within the original ten working days
and keep you informed with progress.
We always try to resolve complaints informally where it is
possible to do so. Equally, we realise that some complaints require
more detailed investigation and in such circumstances, the
complaint will be referred to a senior member of our staff not
connected with the original decision or process that led to the
complaint. We will always let you know the name of the person
who is handling your complaint, including their contact details,
and explain the procedure for dealing with your feedback.
Complaints about Council or committee members
The Society has a code of conduct with which all Council and
committee members, whether elected, co-opted or appointed, are
expect to comply. If you have concerns about the conduct of a
Council or committee member then we encourage you to raise those
concerns with the member concerned and seek to resolve any
disagreement or issues informally. If you remain unhappy they you
can make a formal complaint to the Society. More information
is available via our policy on complaints
against Council and committee members.
Such complaints can be made in writing to:
Lorna Jack, Chief Executive
The Law Society of Scotland
26 Drumsheugh Gardens