PURGE LAW: ‘Reform minded’ Legal complaints chief ousted for Law Society insider as solicitors regulatory body retakes control of ‘independent’ Scottish Legal Complaints Commission

Law Society’s Neil Stevenson retakes complaints quango for lawyers.THE LEGAL profession’s definition of ‘independence’ took a full turn yesterday as the ‘independent’ Scottish Legal Complaints Commission (SLCC) and the Law Society of Scotland announced long time Law Society insider Neil Stevenson is to be the SLCC’s latest Chief Executive, replacing former Foreign Office careerist Matthew Vickers who took on the role in June 2012.

Stevenson’s appointment to the tarnished position as head of the pro-lawyer anti-client SLCC – created in 2008 and at a staggering cost since to Scots clients of over £20 million in complaints levies paid by solicitors and recovered via legal fees to clients – comes after widely reported evidence showing the SLCC has failed to live up to expectations of dealing with rising numbers of rogue solicitors who rip off their clients.

And, the Law Society’s decision to retake control of the ‘independent’ SLCC by placing one of their own in charge also comes after a challenging year for self regulation of the legal profession – left reeling from the effects of the damaging BBC Scotland investigation “Lawyers Behaving Badly” -  which blew the mask off lawyers investigating their own and legal aid fraud.

For the past fifteen months since the BBC programme aired in January 2014,  the Law Society have demanded significant changes at the SLCC after concluding the hapless complaints quango – staffed mostly by former Law Society insiders – failed to stand up for lawyers during the BBC Scotland investigation.

And, earlier this year, further friction between the two legal regulators emerged when the SLCC criticised a rigged poll organised and funded by the Law Society which claimed solicitors are ‘well liked’.

Articles on the client satisfaction poll - published in some media outlets were written by the Law Society’s own president Alistair Morris in which the Law Society President extolled the virtues of lawyers, backed up with dodgy statistics.

However the full extent of how the poll had been rigged -  featured in an investigation by DOI reported here: OWNED POLL: Law Society ‘scripted’ survey criticised by Scottish Legal Complaints Commission - new data reveals few clients of dodgy lawyers ask legal regulators for help

Another twist to the friction between the SLCC & Law Society emerged after it was revealed a series of communications between the SLCC and law reformers brought about a tipping point forcing Law Society bosses to act.

The communications - which fell into the hands of the Law Society - ‘in real time’ – appear to have helped the decision to force out the then SLCC CEO – Matt Vickers – who stood down out of the blue earlier this year to pursue a career at Ombudsman Services, reported here: GONE MEDIATIN’: Pro-lawyer legal regulator loses another CEO as Matthew Vickers leaves Scottish Legal Complaints Commission for Ombudsman Services role

The replacement of an outsider with a Law Society insider as head of the SLCC have led to further suggestions the anti-consumer quango can do nothing without a say so from the Law Society.

In an announcement the SLCC said yesterday: The Scottish Legal Complaints Commission, the independent body for complaints against solicitors, advocates and other legal practitioners in Scotland, has announced the appointment of Neil Stevenson as its new Chief Executive Officer.

Neil Stevenson has been with the Law Society of Scotland since 2004.  He is currently the Society’s Director of Representation and Professional Support.  He will be joining the Commission in mid-July.

As the new CEO Neil’s priorities will be to drive the full implementation of the SLCC’s strategy – to provide an excellent complaint resolution service for legal complaints in Scotland, to provide guidance on service standards to the profession and consumers and to raise the confidence in the legal profession in Scotland.

Bill Brackenridge, Chair of the SLCC welcomed the appointment. He said : “I am delighted to welcome such an accomplished professional to the Commission; he will inspire our staff to deliver their challenging role and move the Commission to a higher level.

Neil Stevenson, the new CEO said “I have thoroughly enjoyed my time with the Law Society and am grateful to have all the opportunities and challenges afforded to me.  I am looking forward to joining the SLCC and working with the staff to deliver some very challenging objectives.”

The Society's chief executive, Lorna Jack commented: "I am delighted for Neil and congratulate him on his appointment. As someone who understands the legal profession and with his passion, good judgment and positive attitude, I know Neil is going to make an outstanding contribution as SLCC chief executive.”

Jack continued: "Whilst I am sorry to lose Neil from the Law Society, we will benefit from his hard work for many years to come. In his time as director of representation, he has helped to transform the range of services and support we offer the profession. He has championed our innovative new Smartcard project, ensured we remain a leader on equality and diversity, and has helped develop our new long term strategy. All of us at the Law Society are grateful for everything he has done.

"I am now looking forward to working with Neil in his new role. The relationship between the Law Society and the SLCC has improved greatly over the last few years. Given the specific roles we play in the regulation of solicitors, this has been important, particularly for the public who depend on both of our organisations to work together to protect their interests."

The current biography of Neil Stevenson on the Law Society of Scotland’s website says: “Neil joined the education team of the Society in 2004, having previously worked on medical and dental training for NHS Education for Scotland. He holds an Edinburgh law degree and a masters in management, and has previous experience in the oil and gas sector and management research. Neil is responsible for the confidential helpline service provided by the solicitors in professional practice and for the provision of CPD to the profession through Update. The professional support team focuses on ensuring the Society listens to and learns from its members, campaigns on their behalf, and provides support services to individuals and firms. He is a director of both the independent charity LawCare and the Scottish Arbitration Centre.”

Stevenson’s directorship of “Law Care” – a charity set up by the legal profession to help and defend solicitors who have been found out for ripping off their clients – will be of interest to clients who end up in the unenviable position of having to approach the SLCC to make a complaint about their solicitor. The charity has filed numerous reports with the pro-lawyer SLCC & Law Society Complaints Committees - pleading for corrupt solicitors to be let off the hook on everything from embezzlement to faking up paperwork.

Stevenson’s directorship of the Scottish Arbitration Centre may also put him in conflict of interest with SLCC policy of forcing complainants into the murky world of arbitration – where clients who are ripped off for large sums of cash by their solicitor end up with only a pittance in return. The Scottish Arbitration Centre - started by the Scottish Government and backed by lawyers, is a sponge for taxpayers cash and international trips by lawyers & former judges who are trying to promote Scotland’s tarnished legal sector as a haven for international mediation.

REVOLVING DOOR OF LEGAL REGULATOR CHIEF EXECUTIVES:

The post of the SLCC’s Chief Executive has seen considerable controversy since the legal quango was created in 2008. Now, eight years on and five Chief Executives later, the SLCC is looking for another boss to steer it through troubled waters and continuing accusations of pro-lawyer bias.

MacAskill as Justice Secretary backed secret payoff for ‘too ill to work’ former Chief Executive. The SLCC’s first ‘appointed’ Chief Executive - Eileen Masterman - held the role for less than a year, negotiated a secret, substantial payoff backed personally by the Justice Secretary Kenny MacAskill, and resigned from her role at the SLCC on grounds of “ill health”. Eileen Masterman then returned to work for her former employer - the Scottish Public Services Ombudsman (SPSO) as a “complaints reviewer”, and was accused of whitewashing the circumstances of the death of a baby at the NHS Forth Valley Hospital – reported by Diary of Injustice & the Sunday Mail newspaper here : Deputy First Minister to look into death of baby McKenzie Wallace after parents complain of ‘whitewash’ report by SPSO investigator Eileen Masterman

The SLCC’s first Chief Executive – civil servant Richard Smith - resigned from the role after disagreements about how the SLCC would act as a regulator. Mr Smith was then replaced by another civil servant before Mrs Masterman was eventually appointed as the first ‘official’ CEO.

Concluding a turbulent few months which saw exchanges of letters between current Deputy First Minister John Swinney and Masterman over claims and counter-claims about the Master Policy – reported here: SLCC’s Eileen Masterman resigns, questions remain on attempt to mislead Cabinet Finance Chief John Swinney over secret meetings with insurers Marsh’ Masterman stood down from the SLCC – which by that time had suffered significant reputational damage.

After a speedy recruitment round, Rosemary Agnew then became the SLCC’s fourth Chief Executive, reported here: The £80K job no-one wants : Lawyers lobby seek FIFTH time unlucky Chief Executive for Scottish Legal Complaints Commission role. However Ms Agnew later resigned to take up the post of Scottish Information Commissioner in early 2012.

The SLCC’s current and now outgoing CEO Matthew Vickers took on the role in June 2012, reported here: “Customer Service” main focus for Ex-Foreign Office Consul taking over as FIFTH Chief Exec at ‘anti-consumer’ Scottish Legal Complaints Commission.

OWNED POLL: Law Society ‘scripted’ survey criticised by Scottish Legal Complaints Commission - new data reveals few clients of dodgy lawyers ask legal regulators for help

Law Society poll did not reveal all – SLCC. THE FINDINGS of a Law Society of Scotland survey claiming hard-to-verify client-solicitor satisfaction rates have come in for criticism by the Scottish Legal Complaints Commission (SLCC) – the ‘independent’ regulator of solicitors & legal services in Scotland.

The Law Society poll – published in early January 2015 - claimed Scottish solicitors were highly regarded by the public.

However, the SLCC have now challenged the poll’s findings, claiming high levels of legal service in Scotland are “not a universal experience”. The ‘independent’ SLCC also cited higher compensation awards against rogue solicitors and ‘increasing redress’ provided by the SLCC to wronged clients.

And, in another swipe at the Law Society’s poll dodging, the SLCC has now revealed that only a third of clients polled who were dissatisfied with their solicitor did anything about it, and not one client involved in the poll knew they could refer their complaint to the SLCC.

However, carefully prepared statements avoided any explanation on why the SLCC’s involvement in the poll was kept secret until a media investigation published documents revealing the SLCC's role.

A spokesperson for the SLCC said: “Towards the end of last year, the Law Society of Scotland released the results of a poll of the public’s perceptions of the legal profession. This indicated that, overall, people expressed a high level of satisfaction with solicitors. While we agree that the vast majority of solicitors provide a high level of service, this is unfortunately not a universal experience. As our figures show, we are increasingly providing redress for those clients who receive a poor service from their solicitors – a picture also supported by the record level of compensation awards and refunds of legal fees we highlighted in our last Annual Report.”

The SLCC went on to explain it’s previously secret involvement in the poll, revealing it asked searching questions on how clients react to the provision of poor legal services.

“We were given the opportunity to include questions in the Law Society’s poll. We asked two related questions aimed to assess public awareness of the role of the SLCC. In particular, we wanted to know whether clients who were dissatisfied with the service they had received from their solicitor knew they could bring their concerns to us.

The answers to these questions were revealing. Of those who were dissatisfied with their solicitor: only a third did anything about it; and none knew they could refer their complaint to the SLCC.

Solicitors throughout Scotland have a duty to make their clients aware of the SLCC and how to make a complaint to us. We continue to see evidence that this is not happening – less than 5% of those who complain to us say that they found out about us from their solicitor. We are concerned that, as a result, the voices of many dissatisfied clients are just not being heard. As a priority, we are currently working with the Law Society to ensure that all solicitors provide clear and consistent sign-posting to our service.

Clearly there is also more work that we, as an organisation, need to do to increase public awareness of the SLCC. Our Consumer Panel, newly-established this year, will be looking at how we can make sure that, on the occasions where things do go wrong and fail to be resolved, the public knows to bring those concerns to us.  Our half year results show that when this does happen - we can help put things right.”

Complaints slightly down – SLCC statistics for first half of 2014/15. Alongside the SLCC’s attempt to clear the air on their involvement in what some legal insiders have referred to as a “vanity survey”, the SLCC released complaints statistics for the first half of the operational year, showing a slight drop in complaints.

The SLCC said: “The headline figures for the first half of the SLCC’s operational year show that, overall, the number of complaints we receive is declining, reflecting a continuing trend which we have highlighted in previous years.

More importantly, however, we note the proportion of those complaints which are either accepted as eligible complaints or resolved by us during our eligibility process. They represent almost 60% of all received complaints (up from just over 40% in the corresponding period in 2013).

It’s also clear from the figures that the number of accepted complaints which are then either resolved or upheld in favour of the complainer has also increased – 115 complaints compared to 97 in 2013.”

Responding to the SLCC’s criticisms, the Law Society’s Chief Executive – Lorna Jack – said: “In the vast majority of cases, solicitors’ clients are happy with the advice and the level of service they receive. However we know that things do go wrong from time to time and it is important that people have proper recourse to address any failings through a strong legal complaints system.”

“Dealing with complaints is and will always be difficult for everyone involved. What we want to ensure is that the process in place is robust and fair to both complainer and solicitor, and that we reach the right outcome.We will work with the SLCC to ensure that the legal complaints system in Scotland continues to improve.”

The Law Society did not comment on why the involvement of the SLCC was withheld from statements released by the Law Society along with articles written for newspapers during January by the Law Society’s own President – Alistair Morris.

The research carried out by IPSOS MORI for the Law Society of Scotland claimed that of clients who had used a solicitor in the past five years - more than 90% “of respondents” said their own lawyer was either very trustworthy (70%) or fairly trustworthy (27%), with 87% describing solicitors overall as very or fairly trustworthy.

However, no detailed material has been made available which could verify the claims, or identify which solicitors or law firms were involved. It has also emerged some solicitors and law firms were provided with scripted responses by the Law Society to answer questions from the pollsters.

Legal insiders also point out the SLCC’s admission of involvement in the ‘rigged’ poll only came about after the publication of heavily redacted communications between the SLCC & Law Society which revealed both regulators discussed how to frame questions for the survey. The now published documents also revealed the Law Society demanded all material handed to the SLCC regarding the poll was not to be released to the public or media.

LAW POLL FIDDLE: Law Society of Scotland survey on client satisfaction used scripted replies, question rigging & involvement of ‘independent’ legal regulator SLCC was kept secret

Law Society poll details to remain secret says regulator. A SURVEY conducted by the Law Society of Scotland claiming Scottish solicitors are highly regarded by the public was so dishonest, the involvement of the ‘independent’ Scottish Legal Complaints Commission (SLCC) and discussions about the poll and question rigging had to be censored out of documents released under Freedom of Information legislation.

AND, it emerged from an investigation into the poll the Law Society of Scotland demanded that all key documentation shared with the SLCC was provided to them on a confidential basis and on condition the material was safe from searching Freedom of Information enquiries by the media.

The research carried out by Ipsos MORI for the Law Society of Scotland claimed that of clients who had used a solicitor in the past five years - more than 90% “of respondents” said their own lawyer was either very trustworthy (70%) or fairly trustworthy (27%), with 87% describing solicitors overall as very or fairly trustworthy.

The survey went onto claim high numbers of clients felt their solicitor was an expert in their area of law and had provided good service enough to recommend to others. However, no independent material has been made available which could verify the claims, or identify which solicitors or law firms were involved.

Today, in documents released by the SLCC - blacked out to conceal discussions with the Law Society on how to ‘frame’ questions for the Ipsos-Mori survey, a murky trail of data manipulation emerges between the ‘independent’ SLCC & the Law Society – involved in a concerted attempt to manipulate the public into believing client-solicitor satisfaction rates are higher than the eventual publicity about the poll – published in late December 2014 & January 2015.

The documents released by the Scottish Legal Complaints Commission reveal a series of polls, carried out by the Law Society in order to boost its image and that of the legal profession.

In one email between the SLCC and Law Society representatives on the ‘poll’, a Law Society representative tells his SLCC colleague: At the recent LSS/SLCC strategy day, I agreed to provide you with our polling plans so we could discuss possible areas for some joint work. There are three pieces of polling work which we plan to carry out before the end of the calendar year, all carried out by Ipsos MORI.

• Public polling on attitudes towards solicitors (around 1,000 people) - polling carried out in September with results due in October.

• Political monitor (around 100 Members of the Scottish Parliament) - polling carried out Sep-Nov with results due in early December.

• Members polling (around 550 members) - polling carried out in December with results due by calendar year end.

Can I suggest that we find some time in the next few weeks for us to chat through the questions we have asked in the past and plan to ask this year? Perhaps Wednesday 13 or Thursday 14 August?

After a round of fixing questions and manipulation of data, an email from the Law Society of Scotland complains Ipsos cannot get to work on the survey because the pollster company was “busy with referendum stuff” in reference to the Scottish independence Referendum during September 2014.

“Please find attached the public research with your proposed changes. I will send it on to Ipsos and let them advise on the best way to frame the questions. This research will now not happen before October-they're quite busy with referendum stuff at the moment! If you can get back to me next week with any comments, I would appreciate it.”

During attempts to publicise Ipsos-Mori survey, the Law Society had so much difficulty obtaining publicity it’s own President – Alistair Morris put his name to articles spinning out the poll – which now appears more of a spin session than an accurate accounting of what the public really feel about high charging Scots lawyers who are costing their own legal profession over £1000 a day in compensation awards to ripped off clients.

Outgoing SLCC Chief Executive Matthew Vickers backed the decision to keep much of the details of the SLCC’s involvement with the survey a secret. He also supported the Law Society’s condition of providing documentation to the SLCC on the sly.

Matthew Vickers said: “The information which has been withheld relates to the survey carried out on behalf of the Law Society of Scotland ("the Society") by IPSOS MORI. The SLCC was given the opportunity by the Society to contribute some questions to the survey and following the survey the results of the poll were shared with the SLCC by the Society. The Society provided the material to the SLCC on a confidential basis and this was agreed and reaffirmed with the society at the time.

Vickers – who is standing down from the SLCC to take up a role in mediation at Ombudsman Services, added he strongly rejected any calls for the Law Society documents to be released in the public interest. Vickers said there was a greater interest in withholding the information from the public than releasing it.

Law Society President Alistair Morris said: “Overall, the results from the Ipsos MORI research are very positive and we are delighted that our members are so well thought of. However we can never become complacent and we have to recognise that things do go wrong from time to time. In addition to ensuring that we have a strong regulatory system in place, it’s important that we can understand the reasons behind clients dissatisfaction and what we at the Law Society can do to provide the right support and training to ensure that solicitors offer the advice and services that their clients need, whether they are buying a house, completing a business deal or appearing in court.”

However, it now transpires a number of solicitors did not want anything to do with the survey, some even questioning it’s cost and worth.

Earlier today, a law firm contacted in the survey talked about the discredited poll, admitting they were provided with a scripted response on how to respond to the pollsters.

Speaking to DOI a solicitor claimed he disagreed with the Law Society intruding into solicitor client relationships purely to seek publicity for it’s own ends.

He said: “The Law Society’s desire for publicity is more often than not counter productive and creates an unnecessary air of potential disagreement or conflict if clients refuse to become involved”.

The solicitor indicated colleagues in the profession had also received similar prompts from the Law Society to respond to the “vanity survey”.

GONE MEDIATIN’: Pro-lawyer legal regulator loses another CEO as Matthew Vickers leaves Scottish Legal Complaints Commission for Ombudsman Services role

Matthew Vickers, CEO of law regulator resigns for mediation post. TROUBLED regulator of solicitors - the Scottish Legal Complaints Commission (SLCC) has announced the resignation of yet another Chief Executive - Matthew Vickers - who steps down in March 2015 for a post in the world of big business mediation.

Mr Vickers, who took on the CEO role at the SLCC during summer of 2012 after the ‘independent’ regulator had lost several bosses over a four year span - is leaving to take up the post of Deputy Chief Ombudsman at Ombudsman Services - a not-for-profit organisation which provides independent dispute resolution for the communication, energy and property sectors.

Commenting on the resignation SLCC chair, Bill Brackenridge said: “We are grateful to Matt for his leadership and contribution since he joined the SLCC as CEO in June 2012. He and the management and staff have worked hard to make the SLCC a more efficient, effective and influential organisation. We are now well established as an independent and impartial body. Of course, we recognise that there is a great deal of work to be done and we have started our search to find a CEO who will help us to tackle it."

The overly pro-lawyer, anti-consumer SLCC – frequently accused of bias towards solicitors over poor handling client complaints has cost clients a staggering £18 million since it was created in 2008 with an extra £2million of taxpayers money handed over by the Scottish Government.

The cost of running the SLCC is  met by a complaints levy of around £300 a year, paid by solicitors who then go on to recover the levy through hikes in legal fees to clients.

In the eight years since the SLCC has existed, not one rogue solicitor or law firm has been named & shamed by the poorly constituted regulator – once touted as the key to cleaning up the poor and often corrupt reputation of legal services in Scotland.

Over the years, the regulator has been subject to numerous scandals, ranging from board members drunken jibes against victims of rogue lawyers, to accusations it failed to use powers to monitor damages claims made in the courts by financially ruined clients against the Law Society’s Master Insurance Policy.

A report commissioned by the SLCC on the Master Policy revealed clients were not getting a fair deal from the Law Society's ‘crooked lawyer’ compensation scheme, and that clients had committed suicide after not being able to repair the damage to their lives caused by their solicitors. However nothing has been done by the SLCC on this matter since the report came out in 2009, reported here: Suicides, illness, broken families and ruined clients reveal true cost of Law Society's Master Policy which 'allows solicitors to sleep at night'

The SLCC’s latest annual report for 2013-2014 claimed the regulator had awarded a record £365K in compensation to clients who filed complaints about rogue Scots lawyers.

However an analysis of the figures revealed the SLCC only used its powers to nullify fees to clients on two occasions in the past year, raising questions as to why the Scottish Legal Complaints Commission continues to solicitors found guilty of providing poor legal services to demand fees from clients even after ruining their legal interests.

REVOLVING DOOR OF LEGAL REGULATOR CHIEFS:

The post of the SLCC’s Chief Executive has seen considerable controversy since the legal quango was created in 2008. Now, eight years on and five Chief Executives later, the SLCC is looking for another boss to steer it through troubled waters and continuing accusations of pro-lawyer bias.

MacAskill as Justice Secretary backed huge secret payoff for ‘too ill to work’ former Chief Executive. The SLCC’s first ‘appointed’ Chief Executive - Eileen Masterman - held the role for less than a year, negotiated a secret, substantial payoff backed personally by the Justice Secretary Kenny MacAskill, and resigned from her role at the SLCC on grounds of “ill health”. Eileen Masterman then returned to work for her former employer - the Scottish Public Services Ombudsman (SPSO) as a “complaints reviewer”, and was accused of whitewashing the circumstances of the death of a baby at the NHS Forth Valley Hospital – reported by Diary of Injustice & the Sunday Mail newspaper here : Deputy First Minister to look into death of baby McKenzie Wallace after parents complain of ‘whitewash’ report by SPSO investigator Eileen Masterman

The SLCC’s first Chief Executive – civil servant Richard Smith - resigned from the role after disagreements about how the SLCC would act as a regulator. Mr Smith was then replaced by another civil servant before Mrs Masterman was eventually appointed as the first ‘official’ CEO.

Concluding a turbulent few months which saw exchanges of letters between current Deputy First Minister John Swinney and Masterman over claims and counter-claims about the Master Policy – reported here: SLCC’s Eileen Masterman resigns, questions remain on attempt to mislead Cabinet Finance Chief John Swinney over secret meetings with insurers Marsh’ Masterman stood down from the SLCC – which by that time had suffered significant reputational damage.

After a speedy recruitment round, Rosemary Agnew then became the SLCC’s fourth Chief Executive, reported here: The £80K job no-one wants : Lawyers lobby seek FIFTH time unlucky Chief Executive for Scottish Legal Complaints Commission role. However Ms Agnew later resigned to take up the post of Scottish Information Commissioner in early 2012.

The SLCC’s current and now outgoing CEO Matthew Vickers took on the role in June 2012, reported here: “Customer Service” main focus for Ex-Foreign Office Consul taking over as FIFTH Chief Exec at ‘anti-consumer’ Scottish Legal Complaints Commission.

From Bad to Worse : Complaints against lawyers up 16%, few cases upheld, Board members on £20K expenses, reports anti-client Scottish Legal Complaints Commission in 2012 annual report

It’s goodbye from her – Jane Irvine’s final term as SLCC Chair since 2008 did little for Scots clients caught in rogue lawyer trap. COMPLAINTS AGAINST SOLICITORS have shot up 16% in 2012, according to the latest 2012 ANNUAL REPORT issued by the ‘independent’ lawyer controlled Scottish Legal Complaints Commission (SLCC) which spent £2.7 million pounds up to 30 June on ‘investigating’ crooked lawyers. The fourth & final report under the Chair of Jane Irvine, whose term expires on 31st December 2012 also reveals the SLCC, which has not yet claimed one single solicitor being struck off as a result of its work over the past four years, was conveniently able to throw out a third of the complaints made to it by members of the public whose lives have invariably been ruined by the actions of rogue lawyers still working in the legal profession.

The report states that of the 1,264 complaints received by the SLCC during 2012 and 566 in hand at the start of the year, a suspiciously high number of complaints (486) were thrown out by the SLCC as being ineligible for investigation, while the report lists that 128 more complaints were withdrawn or resolved before an eligibility decision was made.

Included in the totals were 144 conduct complaints against members of the legal profession, which were then referred to the appropriate professional body (such as the Law Society of Scotland), and 289 eligible complaints were dealt with and closed by the SLCC, leaving 783 still in hand at the end of the year. The most common reasons for the SLCC branding complaints under the heading of “ineligibility” were "totally without merit" (200 cases), time bar (174) and prematurity (115).

Complaints trends show House sales, Litigation, Wills & Executries remain big factors in clients ripped off by lawyers. The SLCC revealed that cases going all the way to a full determination totalled 146, of which 44 were upheld in whole or in part and 92 not upheld. A total of £37,042 was awarded in compensation across 33 cases, averaging out £1,122 per case yet clients face further hurdles in receiving compensation after the SLCC revealed solicitors had not complied with its rulings, forcing the SLCC to engage Sheriff Officers on particular occasions. The report stated : "We have seen an increase in cases of non-compliance where practitioners fail to pay awards which have been made against them by the SLCC. We take a firm line on this and use sheriff’s officers and the small claims court processes to enforce the outstanding sums."

The SLCC said it was in talks with the Law Society of Scotland about its solicitors refusing to comply with compensation orders, stating : ”We are in discussion with the relevant professional organisations to ensure their support in tackling non-compliance. In addition, we have found that complainers sometimes have to wait a considerable length of time to receive compensation or fee rebates where a judicial factor or trustees have been appointed. Since this does little to build public confidence, we have started to work with the relevant professional organisations to assess options to address this issue.”

Worryingly, the annual report also reveals the SLCC refused to use its powers to abate or zero fees charged by lawyers who had given poor service to their clients, where only in 17 cases, fees were abated and fees totalling a paltry £3,851 were abated, an average award of only £227 per client.

The 2012 audited accounts of the SLCC also reveals that despite throwing out a third of complaints made to it, and the poor use of powers over fees, the SLCC’s board members continued to be paid what can only be described as lavish remuneration, listed as up to £20,000 each during 2011-2012, quite a contrast to the financial losses suffered by Scots clients of rogue solicitors.

A number of case examples are, for the first time, included in the SLCC’s latest annual report, although no identities of solicitors or law firms who have failed their clients have been revealed, marking the SLCC’s continued policy of refusing to name & shame rogue Scottish solicitors & law firms who consumers would be better to avoid.

The SLCC’s 2012 Annual report can be viewed online HERE or downloaded from the SLCC’s website HERE while the 2012 Annual accounts revealing the SLCC’s financial position, expenditure & remuneration of its staff, board members etc can be viewed online HERE or downloaded from the SLCC HERE.

The SLCC issued a Press Release on its 2012 Annual Report HERE

The Scottish Legal Complaints Commission ("SLCC") laid its fourth Annual Report before the Scottish Parliament on 7 December 2012. The report covers the period from 1 July 2011 to 30 June 2012 and highlights the number and types of complaint coming to the SLCC; the SLCC's achievements both as a gateway for legal complaints and a supporter to high standards in the legal profession.

Commenting on the SLCC's challenges and achievements, Chair Jane Irvine said: "It stands as a huge tribute to the skills and hard-work of all our Staff and Board Members that we have achieved all we have this year. Our commitment remains unfailing despite the increasing demands placed on us and our resources, growing case loads and increasing financial pressures, along with the added complications deriving from transitional arrangements and backlog of earlier cases."

Commenting on the work of the organisation during the year, Chief Executive, Matthew Vickers said: "My colleagues and our Board Members are committed to making the SLCC even more effective and efficient in handling complaints and more influential and impactful in improving legal services.

Mr Vickers, the fifth Chief Executive of the SLCC also went onto claim, laughably that “The SLCC exists to strengthen public trust and confidence in our legal services."

In reality however, the SLCC, commonly regarded by most in the know as a joke, has demonstrated itself to be as anti-client as the Law Society of Scotland.

The Law Society of Scotland issued its own Press Release praising the SLCC for its work in protecting solicitors from client complaints.

Commenting on the publication of the Scottish Legal Complaints Commission annual report, Lorna Jack, chief executive of the Law Society of Scotland, said: "We will look at the report in detail to see where we can assist the commission on working with the profession to improve complaints handling. The new use of case studies in this year's annual report are a great way of showing solicitors examples of good practice in complaint handling at an early stage, and further down the line.”

Ms Jack was also grateful for the SLCC’s whitewash of the Law Society’s “Guarantee Fund”, long known as a corrupt compensation scheme which fails to pay out to ruined clients of crooked lawyers.

Ms Jack went onto congratulate the SLCC over their ‘review’ of the Guarantee Fund, saying : "Following a thorough audit of the Guarantee Fund by the Commission as part of its oversight role, we are pleased to see recognition that claims on the fund are being handled properly and impartially by the Society. We have always made it clear that all claims on the fund are considered on a case by case basis and on their own merit, regardless of the funds held and the audit has confirmed this.”

Ms Jack ended by saying : "It is reassuring that the commission is driving efficiencies as our members are tightening their belts during these straightened times.The Society will continue to work with the Commission to seek to reform the legislation to make complaints a better experience for all involved."

A CLIENTS LOT IS NOT A HAPPY ONE :

In reality, clients of Scottish solicitors who are put in a position of having to make a complaint to the SLCC about their solicitor’s conduct or service, are in a no better position in 2012 than they were in two decades ago.

Little compensation on offer for solicitors stealing from clients, or negligent service, regulators poor use of powers to completely negate fees, hardly any complaints being fully upheld, few solicitors struck off, a claims system via the Master Policy that is just as corrupt as it was twenty years ago, a Guarantee Fund compensation scheme which puts tax dodging in the Cayman Islands to shame, regulators who are so anti-client, anti-public & anti consumer they cant see past their expenses claims , and amidst it all, lazy politicians at the Scottish Parliament & Scottish Government who value legal freebies, and paid-for social occasions with lawyers & regulators too much to help constituents in dire need of assistance … the same old story from 1990 to 2012 repeats itself once again …

Previous coverage of the SLCC’s annual reports, which tell a similar story can be found HERE