The Legal Services Consumer Board will not just meet consumers' needs over complaints-handling, but solicitors' too, says Zahida Manzoor

Recently, I launched my Legal Services Consumer Board to advise me on consumer issues and complement the advice I already receive from my advisory board.


But what does having a consumer focus actually mean? And, importantly, what does it not mean? I believe that it does not mean having a focus that ignores the requirements of the profession. The word 'consumer' includes those employed in the profession, because I see a consumer as anyone who has to use the services on offer.


In the case of my work as Legal Services Complaints Commissioner, this service is the Law Society's complaints-handling system, and consumers would be both people who have a complaint about their solicitors and solicitors against whom a complaint has been received. Both parties want and deserve certain things from this service. Cases should be dealt with in a timely manner, to a quality standard and with due regard to customer service. Fairness for both parties throughout the whole process should be a primary concern. Having a consumer focus means looking at the service that is delivered and working out how these features can be improved.


This approach means asking questions such as how can the complaints-handling systems of the Law Society be made more efficient? Where in the system can improvements be made that add quality for its users?


Improvements should be made through greater efficiency in the system rather than just increasing budgets and staffing. A focus such as this should lead to an increase in quality and a more cost-effective organisation for the profession. This is in the best interests of all.


These considerations led me to approach people from several sectors and backgrounds with expertise in consumer issues. In February of this year, the first meeting of my Legal Services Consumer Board took place. The focus of the board is to assist me in identifying what people expect from complaints handling and how the service can deliver this.


The board is advisory in nature, specialising in providing expertise in consumer needs. Its remit includes advising me on how best to engage with those who use the service to establish their concerns and issues, with a particular view to those who may be at a disadvantage. The board will also promote the interests of service users by advising, commenting and making recommendations on policy and practices.


Board members have been appointed because of their renowned expertise in consumer needs and their understanding of customer issues or their research into consumer requirements and experiences. The board will complement the advice I receive from my advisory board, and one member will sit on both my advisory board and the consumer board. There will also be a joint meeting between the two boards.


The balance to be struck between consumers and the profession is not a difficult one - both are users of the same service and it should aim to meet all their needs.


Zahida Manzoor is the Legal Services Complaints Commissioner, and she also holds the separate post of Legal Services Ombudsman