Legal Services Complaints Commissioner (LSCC) Zahida Manzoor confirmed that the under-fire Legal Complaints Service (LCS) would not be hit with a fine despite missing five out of 13 performance targets during the 12-month period to March 2007.
The decision, which follows seven months of consultation, comes as the Law Society earmarks an additional £500,000 to improve the performance of its complaints-handling division, which generated running costs of £36.3m last year.
Announcing the decision, Manzoor said: “It is disappointing that five of the 13 targets set were missed and that…the majority related to the quality of complaints-handling.
“However, there were also some encouraging signs of an upturn in performance. This is positive news for consumers, who in the past have had to wait too long for their complaints to be resolved, and is a reflection of the hard work undertaken by staff.”
Manzoor also warned that a financial quick-fix would not ensure improved long term performance, saying: “Of course I welcome…this cash injection in the short term, but good management – and not just an open chequebook – is the key to keeping this organisation on track.”
Responding to the decision, LCS chair Professor Shamit Saggar said: “We are very proud of the turnaround in our performance, which has been driven by a board that has a clear consumer focus. We now have an excellent platform from which to deliver a modern 21st century… organisation that has the full confidence of both consumers and the profession.”
Law Society chief executive Des Hudson welcomed the ruling, adding: “The continued improvement achieved by the LCS provides consumers with a faster and better service than ever before and [one that] compares favourably with other complaints-handlers.”