SCOTLAND'S outgoing legal services watchdog has urged the professional bodies to improve their focus on the consumer. Jane Irvine, the Scottish Legal Services Ombudsman, believes the Law Society of Scotland and Faculty of Advocates must take action before responsibility for complaints monitoring passes to the new Legal Services Complaints Commission. Commenting on today's publication of her annual report, she said: "There are a number of points highlighted on which both bodies could act now to improve the service they provide to consumers. (They) must address the question of the legitimacy of using different tests - ie criminal and legal - for different types of complaint. I question if the criminal test should be used within a system concerned with regulating professionals and believe we must move towards a civil model, with earlier recognition that practice and conduct must be improved. As part of this shift, The adoption of mediation as an alternative means of resolving disputes would be an enormously beneficial step forward for the profession and for the public." Irvine (pictured) also challenged the profession to address the way it deals with complaints about service and fees. "Complaints often arise where fees are taken from client accounts without notice," she added. "In addition, many complaints challenge not just service quality but also the fees charged. In effect, the consumer is saying they did not receive the quality of service they paid for, yet the profession persists with a system which differentiates the two. I don't think this can be justified."
Why are you making commenting on The Herald only available to subscribers?
It should have been a safe space for informed debate, somewhere for readers to discuss issues around the biggest stories of the day, but all too often the below the line comments on most websites have become bogged down by off-topic discussions and abuse.
heraldscotland.com is tackling this problem by allowing only subscribers to comment.
We are doing this to improve the experience for our loyal readers and we believe it will reduce the ability of trolls and troublemakers, who occasionally find their way onto our site, to abuse our journalists and readers. We also hope it will help the comments section fulfil its promise as a part of Scotland's conversation with itself.
We are lucky at The Herald. We are read by an informed, educated readership who can add their knowledge and insights to our stories.
That is invaluable.
We are making the subscriber-only change to support our valued readers, who tell us they don't want the site cluttered up with irrelevant comments, untruths and abuse.
In the past, the journalist’s job was to collect and distribute information to the audience. Technology means that readers can shape a discussion. We look forward to hearing from you on heraldscotland.com
Comments & Moderation
Readers’ comments: You are personally liable for the content of any comments you upload to this website, so please act responsibly. We do not pre-moderate or monitor readers’ comments appearing on our websites, but we do post-moderate in response to complaints we receive or otherwise when a potential problem comes to our attention. You can make a complaint by using the ‘report this post’ link . We may then apply our discretion under the user terms to amend or delete comments.
Post moderation is undertaken full-time 9am-6pm on weekdays, and on a part-time basis outwith those hours.
Read the rules hereComments are closed on this article