The UK's Legal Services Complaints Commissioner, Zahida Manzoor announced last week that proposals put forward by the Law Society for improving its complaints handling were "not adequate".
The Law Society's record for resolving complaints has been an ongoing concern for Ms Mazoor's office, and last month, she unveiled stringent new targets. Under the new rules, the Law Society must close 98% of its complaints cases within 18 months by this time next year. Over a three year period, this will be tightened to 99% of cases within 12 months.
According to the Law Society's Law Gazette, the LSCC has granted the representative and regulatory body an extended period in which to amend its plans for meeting the performance targets.
However, she cautioned that:
"We are rapidly approaching the point where we must move on from planning to actually delivering benefits for the consumer. I am offering the Law Society just a little more time to get its plan right."
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