What happens if a solicitor doesn’t reply to the notification of a complaint?
Solicitors have 21 days to respond to a Client Relations Office letter. No reminder will be sent to solicitors but the Society can insist on a response in terms of the Solicitors (Scotland) Act 1980. Failure to respond can lead to prosecution before the Scottish Solicitors Discipline Tribunal for professional misconduct. What difference will increased conciliation make to resolving complaints more quickly? A positive approach to complaints seeking solutions and the early resolution of client dissatisfaction is, without doubt, the most effective approach. If a complaint can be resolved by conciliation, then there is no need for a written investigation. Most solicitors who use conciliation regularly also report that they retain their clients. Should firms encourage complaints if clients are dissatisfied with the service they have received? Solicitors are increasingly aware that good client care is good for business. The Society encourages solicitors to talk through complaints with client
