Legal Services Board proposes new measures to improve legal services providers’ complaints procedures

Legal Services Board proposes new measures to improve legal services providers’ complaints procedures

The Legal Services Board (LSB) is consulting on proposals to ensure that people who use legal services have access to fair and effective complaint procedures.

The proposals aim to strengthen consumer protection and improve the quality and standards of legal services.

The consultation is focused on so-called 'first-tier complaints', which are made directly to a legal services provider when a consumer is dissatisfied with the quality of the service provided.

The draft new policy statement sets clear outcomes for regulators to deliver, including collecting and analysing intelligence on complaints to support the best possible redress system and fostering a culture of learning and continuous improvement within the sector to raise standards.

The consultation follows the LSB's recent research exploring the challenges consumers face when complaining about legal services, as well as a range of evidence that first-tier complaints handling is not meeting consumers’ expectations as well as it should.

Richard Orpin, Director of Regulation & Policy at the LSB, said:

‘A fair, efficient and effective redress system is crucial to ensuring access to justice and safeguarding the public interest. Our proposals are designed to support a culture in which the sector responds positively and proactively to complaints, and embraces consumer feedback to learn lessons and raise standards. This will help increase public trust and confidence in the sector.

'We look forward to hearing from all those with a role to play in delivering the best possible redress systems for consumers. The consultation period will run from 24 August 2023 to 17 November 2023.’

For more information on the consultation process, including how to participate, please refer to the consultation document available on the Legal Services Board's website.

AdvertisementAdvertisementAdvertisementAdvertisementAdvertisementAdvertisement
Latest News

Attorney General presents UK intervention in Ukraine case against Russia at International Court of Justice

Thu Sep 21 2023

Firms losing potential clients by failing to return their calls, research shows

Thu Sep 21 2023

Powers of attorney modernised as legislation allows CILEX Lawyers to certify LPA copies for the first time

Thu Sep 21 2023

Stark contrast between Government response to Post Office Horizon victims and Infected Blood

Wed Sep 20 2023

ACSO comments on the Justice select Committee report:

Wed Sep 20 2023

Campaigners win permission to appeal against Sizewell C Nuclear Power Station ruling

Tue Sep 19 2023

Pre-inquest review into the deaths of Reading murder victims, James Furlong, Dr David Wails and Joseph Ritchie-Bennett

Mon Sep 18 2023

Feedback launches legal challenge to decision not to require food waste reporting

Fri Sep 15 2023

Failed whiplash reforms have created a ‘clear justice gap’

Thu Sep 14 2023
FeaturedThe Chancery Lane Project expands to the USA
The Chancery Lane Project expands to the USA
Lessons in leadership from the front line
Lessons in leadership from the front line
Birdnesting and mortgages in divorce
Birdnesting and mortgages in divorce
Delay in Final Report of the Infected Blood InquirySJ Interview: Chris Benson
SJ Interview: Chris Benson
Whose human rights are more important, yours or mine?
Whose human rights are more important, yours or mine?