At a recent briefing at Chancery Lane, the Legal Complaints Service (LCS) admitted that since it does not hold all data in respect of complaints, anything it publishes would be incomplete and of little value in informing the public. The LCS does not know the level of complaints by size of business or by type of client. Nor does it know what steps have been taken to correct a management problem, or if a complained-of member of staff has moved firms.


How extraordinary that the LCS should persist in its plans to publish such incomplete information in regard to firms and individuals. Deborah Evans is quoted as saying that those with excellent complaints-handling procedures have nothing to fear. On the contrary, the profession and all firms have much to fear from the partial information and misinformation that will be broadcast through this process.



Peter Adams, London