Complaints: chief executive outlines concern over three areas amid fears of possible fine

The Consumer Complaints Service (CCS) is failing to meet its targets in three key quality areas, according to figures released last week, which could see the solicitors' profession facing another fine from the government-created complaints quango.


In her report to the Consumer Complaints Board, CCS chief executive Deborah Evans acknowledged that 'we are falling down on three areas' &150; consideration of special payments for cases older than six months, provision of 30-day updates to complainants, and the sharing of indicative awards guidance.


The CCS has been set the target of 80% success rates in those fields. It is currently achieving rates of 45%, 59% and 54% respectively. Ms Evans told the board that plans were being implemented to rectify the quality shortfalls. Measures are being put in place to align the CCS's special payments policy with what is required by the Legal Services Complaints Commissioner (LSCC). The chief executive also said that a computer system had been implemented to ensure updates are provided more frequently.


Ms Evans told the board that the CCS was doing much better in the timeliness of dealing with complaints. Board chairman Shamit Saggar said that while improvements in timeliness were important, they should not be at the expense of quality.


Commissioner Zahida Manzoor last spring imposed a £250,000 fine on the Law Society for producing an inadequate plan for complaints handling. The fine was later reduced by £30,000 when a plan was agreed.


In a landmark move, Ms Manzoor addressed the CCS board for the first time last week. She praised it for attempting to distance itself from the Law Society's past record, but emphasised that she wanted her targets met. And while she would only use her powers to fine as a last resort, she would not hesitate from doing so if she thought it was required.


l Department for Constitutional Affairs minister Bridget Prentice last week told a legal profession complaints stakeholders meeting - organised by the CCS - that talks about creating a shadow office for legal complaints (OLC) are under way.


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