A SHINING EXAMPLE


I was puzzled by the tone struck by Walter Merricks in his recent opinion article, 'Available for Complaints' (see (2006) Gazette, 3 August, 12), which saw him characterise the efforts of the Law Society's Consumer Complaints Service (CCS) as failing in the eyes of the profession.



This view was especially curious as it came at the same time as the positive news of our desire to work ever more closely with the Legal Services Complaints Commission. The CCS has been given a huge opportunity and objectives, such as running an efficient organisation, keeping costs down, and building strong infrastructures. These are not challenges awaiting the proposed office for legal complaints (OLC) in two years' time; they are issues for the CCS to address now. Our aim is to create a shining example of a complaint-handling organisation of which the profession can be justifiably proud, rather than one that needs to create itself anew as the OLC.



Mr Merricks acknowledges our operational results in a difficult environment and, as I look to the future, Financial Ombudsman Service involvement in the OLC is something that is a substantive proposal that needs to be explored on a rational basis. But this must be on the basis of collaboration and mutual support between us if it is to mature beyond the drawing board.



Shamit Saggar, chairman of the Law Society's Consumer Complaints Board, Leamington Spa