Case studies
Introduction
In my work I publish Opinions about complaint handling by the Law Society of Scotland and the Faculty of Advocates. I do this after investigating the files showing how cases have been handled and carefully considering the complaints lodged with me about such handling. In every case I consider whether the administration has been good, or not. In other words, whether complaint handlers have communicated well, explaining process and procedure; whether timetables for responding to correspondence have been reasonable; and whether overall time taken was reasonable. I also consider whether decision making has been well handled. This means I look at whether all relevant evidence has been gathered and a thorough and fair investigation has been conducted. Finally, I examine whether communication of the decision has been good or not.
This part of the web site contains examples of cases I have considered that have been dealt with by the Law Society of Scotland and the Faculty of Advocates. In addition is a note about handling of endowment complaints, setting out what I look for in these cases as very specific rules apply.
Complaint Investigators at the office are always willing to discuss by phone, in writing or at a meeting complaints that are made to me about Law Society of Scotland or Faculty of Advocates handling. I also try to make myself available as often as I can. I hope these studies however give an immediate flavour of what the office tries to do, what we achieve and importantly, what we cannot do. Simply follow these links to view them:
© 2001–2008, Scottish Legal Services Ombudsman. All rights reserved.
Source: http://www.slso.org.uk/cases.shtml