In determining the targets, the Commissioner stated that:

"I have been pleased with the constructive work between my Office and the Law Society which has led up to the setting of these targets and am grateful to the Law Society for its input."

The Commissioner has set targets in three key areas, in order to bring the performance of the Law Society to a level that moves it closer towards effective and efficient complaints handling.

The first of these areas is improving the speed with which complaints are handled by the Law Society. One of the targets is that by the end of March 2008, there should be no more than 65 cases that have been open for 12 months or more.

Improving the quality of complaints handling by the Law Society continues to be a priority area. In order to deliver improvements in this area the Commissioner has set a range of targets. One is that the Law Society must share guidance on levels of financial redress with the consumer and solicitor in at least 85% of cases.

The Commissioner has also set the Law Society a target that 88% of consumers should receive a substantive response within 45 days of receipt of the complaint.

Commenting on this, the Commissioner added:

"This target does not require the complaint to be investigated, it only requires the Law Society to accurately identify and communicate all the issues, specific to the consumer's individual circumstances to enable the complaint to progress. It is not unreasonable for a consumer to expect to receive this letter within a month and a half."

The final area in which the Commissioner is driving for improvement is in the Law Society's financial and resource management, and its ability to implement change.