Ombudsman unimpressed with Law Society
The Law Society's complaints-handling procedure is “well short of where a modern, customer-focused organisation should beâ€, according to The Legal Services Ombudsman for England and Wales.
In her annual report Zahida Manzoor CBE said she was not satisfied with 32 per cent of the cases reviewed by her where consumers had complained about the service
they received.
However, she reported being satisfied in 84 per cent of the cases reviewed concerning the General Council of the Bar.
The 2006/2007 report also raises concerns over the effectiveness of the Legal Services Bill currently passing through parliament.
Manzoor calls for the government to make it clear how the new arrangements, including the proposed Legal Services Board, (LSB) will be of greater benefit to consumers than the current complaints-handling system. Particular cause for concern is whether the power of the LSB 'will be weaker' should recent amendments by the House of Lords remain. If so, Manzoor urges the government to consider whether the cost of the change '“ an estimated ₤32m '“ is justified.
The average sum of consumer compensation paid out for unsatisfactory service was calculated to be ₤411