View source for Legal Services Complaints Commissioner

In [[England and Wales]], the '''Legal Services Complaints Commissioner''' was a [[statute|statutory]] office that regulates [[solicitor]]s, but not [[barrister]]s. A '''Commissioner''' could be appointed by, and is answerable to, the [[Lord Chancellor]] and [[Secretary of State for Justice]].<ref>[[Access to Justice Act 1999]], ss.51-52/ Sch.3</ref> It has been superseded by the [[Legal Ombudsman]].

==History==
When the [[Access to Justice Act 1999]] came into force, government minister [[Keith Vaz]] stated to the [[House of Commons of the United Kingdom|House of Commons]]:<ref name="intro">Legal Services Complaints Commissioner (2005) ''p.''5</ref>

{{ quotation | ... we do not propose to appoint a Commissioner, ... unless and until a professional body is clearly
failing to make substantial progress in improving its complaints record. }}

In September 2003, Lord Chancellor [[Charles Falconer, Baron Falconer of Thoroton|Lord Falconer]], criticised the [[Law Society]], the governing body of solicitors, saying:<ref name="intro"/>

{{ quotation | Unfortunately in spite of all efforts, complaints handling is still not efficient and effective. }}

As a result, the Lord Chancellor exercised his powers under the Act to appoint [[Zahida Manzoor]] as '''Commissioner''' in February 2004.<ref name="intro"/> The '''Commissioner's''' powers as to the Law Society were to:<ref name="s52">S.52(2)</ref>

*Require them to report on their handling of complaints about solicitors; 
*Investigate the handling of complaints;
*Make recommendations;
*Set targets;
*Require the Law Society to submit a plan for the handling of complaints.

If the Law Society failed to submit a plan or adequately handle complaints, the '''Commissioner''' could impose a penalty of up to £1 million, or 1% of the Society's annual income if that is less.<ref name="s52"/>

In 2005, the Law Society divided its functions among the Society, the [[Solicitors Regulation Authority]] and the [[Legal Complaints Service]] but by May 2006, the Society's efforts to remedy its own deficiencies were still giving concern to the '''Commissioner'''.<ref>Legal Services Complaints Commissioner (2006) ''p.''6</ref> As a result, a penalty of £220,000 was levied.<ref name="r2007p7">Legal Services Complaints Commissioner (2007) ''p.''7</ref> The '''Commissioner''' subsequently recognised that progress was being made<ref name="r2007p7"/> and in April 2007, advised the Society that their Complaints Handling Plan adequately addressed the concerns.<ref>{{ cite web|url=http://www.olscc.gov.uk/docs/laws-letter-0407.pdf |title=Text from letter dated 16 April 2007 from the Commissioner to the Law Society (2007-2008 Plan) |year=2007 |publisher=Legal Services Complaints Commissioner |accessdate=2008-03-07 |url-status=dead |archiveurl=http://webarchive.nationalarchives.gov.uk/20100612132800/http://www.olscc.gov.uk/docs/laws%2Dletter%2D0407.pdf |archivedate=12 June 2010 }}</ref> However, in April 2008, the '''Commissioner''' reported that "Results show that despite some improvements in all target areas set, there are still
failures ... to consistently apply their policies, processes and customer standards."<ref>Legal Services Complaints Commissioner (2008) ''p.''13</ref> On 3 June 2008, the Commissioner fined the Law Society £275,000 over the inadequacy of its complaints handling plan for the forthcoming year.<ref>{{ cite web|title=Law Society fined as a result of complaints plan |url=http://www.olscc.gov.uk/docs/penalty08-09pressnotice.pdf |publisher=Office of theLegal Services Complaints Commissioner |date=2008-06-03 |accessdate=2008-08-09 |url-status=dead |archiveurl=https://web.archive.org/web/20081204102218/http://www.olscc.gov.uk/docs/penalty08-09pressnotice.pdf |archivedate=2008-12-04 }}</ref>

==Reform==
Now that the [[Legal Services Act 2007]] has fully comes into force, the '''Commissioner''' role has been abolished.  The [[Office for Legal Complaints]] now runs the [[Legal Ombudsman]] scheme; which will supervise the complaints handling of solicitors, barristers and other legal professionals.<ref>[[Legal Services Act 2007]], ss.114-159/ Sch.15</ref>

==References==
{{reflist}}

==Bibliography==
*{{cite web|work=Law in Order: your right to expect better |title=Annual Report 2004-2005 |author=Legal Services Complaints Commissioner |url=http://www.olscc.gov.uk/docs/OLSCCannualreport2004-2005.pdf |accessdate=2008-03-07 |year=2005 |quote=HC 166 |publisher=London: The Stationery Office |url-status=dead |archiveurl=http://webarchive.nationalarchives.gov.uk/20090607232654/http://www.olscc.gov.uk/docs/OLSCCannualreport2004%2D2005.pdf |archivedate=2009-06-07 }}
*{{cite web|work=Actions not words: consumers matter |title=Annual Report 2005-2006 |author=Legal Services Complaints Commissioner |url=http://www.olscc.gov.uk/docs/olscc-annrep-1.pdf |accessdate=2008-03-07 |year=2006 |quote=HC 1225 |publisher=London: The Stationery Office |url-status=dead |archiveurl=http://webarchive.nationalarchives.gov.uk/20080728094821/http://www.olscc.gov.uk/docs/olscc%2Dannrep%2D1.pdf |archivedate=2008-07-28 }}
*{{cite web|work=Cycle of change |title=Annual Report 2006-2007 |author=Legal Services Complaints Commissioner |url=http://www.olscc.gov.uk/docs/annual-report-06-07-full.pdf |accessdate=2008-03-07 |year=2007 |quote=HC 676 |publisher=London: The Stationery Office |url-status=dead |archiveurl=http://webarchive.nationalarchives.gov.uk/20100210115830/http://www.olscc.gov.uk/docs/annual%2Dreport%2D06%2D07%2Dfull.pdf |archivedate=2010-02-10 }}
*{{cite web|work=A Work in Progress |title=Annual Report 2007-2008 |author=Legal Services Complaints Commissioner |url=http://www.olscc.gov.uk/publications/annual-interim-reports.htm#work |accessdate=2008-08-09 |year=2008 |quote=HC 840 |publisher=London: The Stationery Office |url-status=dead |archiveurl=https://web.archive.org/web/20081206030142/http://www.olscc.gov.uk/publications/annual-interim-reports.htm |archivedate=2008-12-06 }}

==External links==
*{{cite web | title=Office of the Legal Services Complaints Commissioner | year=2007 | accessdate=2008-03-07 | url=http://www.olscc.gov.uk/index.htm | url-status=dead | archiveurl=https://web.archive.org/web/20080705120007/http://www.olscc.gov.uk/index.htm | archivedate=2008-07-05 }}

[[Category:Legal ethics]]
[[Category:Organizations established in 2004]]
[[Category:Legal organisations based in England and Wales]]
[[Category:Consumer protection in the United Kingdom]]
[[Category:2004 establishments in the United Kingdom]]