CAN the new complaints handling regime improve services to consumers and restore faith in the legal profession?
Jane Irvine (JI): I am not sure that faith in the legal profession ever went. However, there are some people who haven’t had complaints handled well that do need a new system. Insofar as complaints handling systems can restore confidence, in that people can see there is a way to have disputes resolved, yes I think it can do that. Martyn Evans (ME): I don’t think that a complaints system, by itself, can do anything to improve the service offered to consumers. That is a matter for the profession. Will this separation make a difference? I hope it will. They key is for the profession itself to be clear about its standards, adhere to those standards and say we’re not going to tolerate people who don’t abide by them. Ian Smart (IS): It’s a matter of people having trust in the system. An independent body, hopefully, will give people greater confidence. Even the most perfect complaints body in the world, in itself, is not going to transform the delivery of legal services. But remember, it is a
