The Legal Complaints Service (LCS) launched a three-year improvement agenda last week that confirms controversial plans to make law firms' complaints records public.


Professor Shamit Saggar, chairman of the LCS board, said its ultimate aim was to reduce complaints from the current 18,000 a year. He added that this was achievable, not least because the LCS's new status allowed it 'to create a consumer-centric culture that could be bold and not constrained by other interests'.



One such 'bold' initiative, according to LCS chief executive Deborah Evans, was the keeping and disseminating of firms' complaints records. 'Because how else can consumers choose a solicitor?' she demanded.



Ms Evans added: 'Although we're consumer-focused and independent from the profession, we don't want bias perceived to be the other way - against solicitors. And so we are also introducing client-care awards, along with training and other help with handling complaints at an early stage.'



Jonathan Rayner