GOAL: 67% of files closed within three months of receipt


The Legal Complaints Service (LCS) achieved year-on-year improvements in all of its target areas for the 12 months to 31 March 2008, figures released this week have shown.



The LCS hit its target to close 67% of complaints within three months of receipt, and said it had 'justifiable circumstances' to explain why it had four open files that were more than 12-months old - the target was to have none. There were 900 three years ago.



However, despite the improvements, the LCS hit only two of the six quality targets audited - although two others were only narrowly missed. It exceeded 84% in relation to all but one of the targets.



The LCS said its performance was 'highly favourable' when benchmarked against other consumer-redress organisations such as the Financial Ombudsman Service. Professor Shamit Saggar, chairman of the LCS board, said: 'We have in the past been characterised as a failing organisation, but these latest results demonstrate levels of performance that many consumer-redress organisations will view with respect.'



The Legal Services Complaints Commissioner, Zahida Manzoor, will now decide whether the Law Society has delivered its complaints-handling plan for 2007/08 - she can opt to fine Chancery Lane if she decides it has not.



Manzoor declined to comment until her decision has been notified to the Society.



James Dean