header-logo header-logo

An A-Grade Service

The Law Society and its members have been punished unfairly, says Des Hudson

The decision by Zahida Manzoor, the Legal Services Complaints Commissioner, to fine the Law Society £275,000 for the perceived inadequacies of its complaints handling plan for 2008–09, was a decision we strongly disagreed with.

That might seem an obvious statement, but if the Legal Complaints Services (LCS) performance was poor, we would be in a position to put our hands up and accept the punishment and move forward. That is certainly not the case in this instance, however.

The Law Society and its members have been punished in spite of improving standards for consumers on complaints handling to a level which matches or exceeds that of other complaints handling bodies.

To make a comparison with school, an improving pupil whose marks are rising would not be punished with a detention or sent to the head's office for a telling off. The commissioner, however, has handed out this fine despite the LCS's improving record in the sphere of consumer redress.

If you are not a subscriber, subscribe now to read this content
If you are already a subscriber sign in
...or Register for two weeks' free access to subscriber content

MOVERS & SHAKERS

Birketts—trainee cohort

Birketts—trainee cohort

Firm welcomes new cohort of 29 trainee solicitors for 2025

Keoghs—four appointments

Keoghs—four appointments

Four partner hires expand legal expertise in Scotland and Northern Ireland

Brabners—Ben Lamb

Brabners—Ben Lamb

Real estate team in Yorkshire welcomes new partner

NEWS
Robert Taylor of 360 Law Services warns in this week's NLJ that adoption of artificial intelligence (AI) risks entrenching disadvantage for SME law firms, unless tools are tailored to their needs
The Court of Protection has ruled in Macpherson v Sunderland City Council that capacity must be presumed unless clearly rebutted. In this week's NLJ, Sam Karim KC and Sophie Hurst of Kings Chambers dissect the judgment and set out practical guidance for advisers faced with issues relating to retrospective capacity and/or assessments without an examination
Delays and dysfunction continue to mount in the county court, as revealed in a scathing Justice Committee report and under discussion this week by NLJ columnist Professor Dominic Regan of City Law School. Bulk claims—especially from private parking firms—are overwhelming the system, with 8,000 cases filed weekly
Charles Pigott of Mills & Reeve charts the turbulent progress of the Employment Rights Bill through the House of Lords, in this week's NLJ
From oligarchs to cosmetic clinics, strategic lawsuits against public participation (SLAPPs) target journalists, activists and ordinary citizens with intimidating legal tactics. Writing in NLJ this week, Sadie Whittam of Lancaster University explores the weaponisation of litigation to silence critics
back-to-top-scroll