Naming and shaming complaints plan attacked

The Legal Complaints Service’s proposals to publish solicitor complaints records has drawn bitter criticism from the Law Society. In its response to the LCS consultation— Exploring the Publication of Solicitors Complaints Records—the society says the move will mislead clients and unfairly penalise solicitors who give good client care. Society chief executive Des Hudson claims the LCS’s preferred option is a mistake that will rebound to the disadvantage of the public.

He says: “The society agrees it is important that clients should have meaningful information to help them choose a solicitor who is right for their legal problem and situation. But we do not believe the LCS’s proposals are likely to achieve this. Indeed, they may well mislead clients away from competent solicitors.” Hudson says the society favours helping solicitors to deal well with clients and plans to devote “significant resources” to enhance client service across the profession.

“We are giving solicitors real tools which demonstrate good practice and provide them with training. This is more likely to achieve good service to clients than what looks like a crude exercise in naming and shaming,” he adds.