Plans to publish solicitors' complaints records moved a step closer to reality this week as the Legal Complaints Service (LCS) launched a study into the pros and cons.


The LCS believes that publication of data from complaints might provide useful information to inform consumers when they are selecting legal services, but it wants to understand how such a move might affect the profession.



'It is our firm belief that good firms would not be threatened by the publication of complaints data; indeed it is our contention that they will flourish as consumer confidence in the way they operate is reinforced,' said the LCS in a letter to potential contributors to the study.



'Transparency will allow consumers to make informed choices. The ability of the public to discern from balanced data what represents good service will result in higher standards from solicitors.'



The research will sound out the views of solicitors, members of the public and key stakeholders - such as the Law Society, Solicitors Regulation Authority (SRA) and consumer groups - on whether the project should be taken forward. To ensure the work is done objectively, the LCS has commissioned market research agency GfK NOP to conduct it.



James Warrender, who is leading the project, said that if this initial research finds support, focus groups will be used to narrow down the options and then a full public consultation will be issued on how the plan may be implemented. A formal decision on whether to go ahead would be made by the LCS board next May.



Law Society President Andrew Holroyd said: 'We work closely with the boards of the SRA and LCS to make sure that the process works in the interests of the profession and consumers. We look forward to the opportunity to consult with colleagues in the SRA and LCS to determine how this type of information might help the public make more informed choices. Giving people the best information to help them choose a solicitor is part of the maintenance and constant improvement of standards that the Law Society believes is vital.'



See also Editorial

Neil Rose