Complaints Procedure

Question 1

What must happen if a matter cannot be resolved in-house?

Answer 1

then the client has the right to make a complaint to the Legal Ombudsman

Question 2

What must everyone who consults with the firm be given?

Answer 2

information on the complaint procedure

Question 3

Who used to have its own complaints body before this was seen as having a conflict of interest?

Answer 3

the Law Society

Question 4

Why was there a problem with the Law Society operating its own complaints procedure?

Answer 4

as this was a conflict between the interest of the solicitor and the internet of the client who was complaining

Question 5

What was the Law Society’s complaints body criticised on?

Answer 5

for delays and inefficiency

Question 6

What was the last body of complaints in the Law Society?

Answer 6

the Consumer Complaints Service?

Question 7

In most years how many out of every 3 complaints were handled satisfactorily in the Consumer Complaints Service?

Answer 7

2 out of 3

Question 8

What did all the complaints regarding the complaints procedure cause the government to do?

Answer 8

to make it independent of the legal profession

Question 9

What Act created the Office for the Legal Complaints?

Answer 9

the Legal Services Act 2007

Question 10

Who is chairman and the majority of members of the Office for the Legal Complaints created by the Legal Services Act 2007?

Answer 10

non-lawyers

Question 11

What has the Office for the Legal Complaints set up ?

Answer 11

the Legal Ombudsman

Question 12

What has the Office for the Legal Complaints set up the Legal Ombudsman to deal with?

Answer 12

to deal with complaints about poor service by solicitors and other legal professionals

Question 13

When did the Legal Ombudsman start work?

Answer 13

October 2010

Question 14

What is an advantage of the legal Ombudsman?

Answer 14

It is independent and impartial

Question 15

What will the legal Ombudsman do when a complaint is received?

Answer 15

they will look at the facts in each case and weigh up both sides of the story . If the Legal Ombudsman agrees that a lawyer’s service has been unsatisfactory it can ask the lawyer of the firm to do several things

Question 16

f the Legal Ombudsman agrees that a lawyer’s service has been unsatisfactory what can they ask the lawyer of the firm to do? (5)

Answer 16

• apologise to client
• give back any documents that the client might need
• put things right if more work can correct what went wrong
• refund or reduce the legal fees
• pay compensation of up to £30,000

Question 17

How much compensation can the Legal Ombudsman ask the lawyer of the firm to repay to the client if they find their service has been unsatisfactory?

Answer 17

up to £30,000

Question 18

How many complaints did the Legal Ombudsman receive in 2011-12?

Answer 18

7,130

Question 19

What percentage of complaints made to the Legal Ombudsman are about costs?

Answer 19

20-25%

Question 20

What does the Solicitors Regulation Authority investigate?

Answer 20

this authority investigates complaints about the professional misconduct of solicitors

Question 21

If there is evidence of serious professional misconduct who do the Solicitors Regulation Authority put the case before?

Answer 21

the Solicitors Disciplinary Tribunal

Question 22

If the Solicitors Disciplinary Tribunal uphold the compliant what 4 things can it do?

Answer 22

• can fine
• can reprimand the solicitor
• suspend the solicitor from the Roll
• Strike off a solicitor from the Roll

Question 23

What power does the Solicitors Disciplinary Tribunal have to strike off, suspend, fire and order them to apologise

Answer 23

section 47 of the Solicitors Act 1974