Chief Executive: Birmingham firm's practice director to head Consumer Complaints Service

The practice director of a 21-partner law firm in Birmingham has been named chief executive of the Law Society's Consumer Complaints Service (CCS).


Non-lawyer Deborah Evans completes the trio of appointments that reflect the separation of the Society into its regulation, representation and complaints functions.


Before joining Anthony Collins in 1998 as its first practice director, the 41-year-old worked with Dudley Metropolitan Borough Council as a trading standards officer and with Boots as a trading legislation adviser. She has also worked for the former Legal Aid Board.


Her work at Anthony Collins led to her winning Birmingham Young Professional of the Year in the business support services category in 2001.


Ms Evans will take up the post in mid-July and be paid £115,000 a year, with a possible bonus of up to 30% depending on performance.


She said: 'This is an exciting opportunity. I perceive a real need to increase public confidence in the CCS through delivering a faster, better-quality service with strong consumer focus and improved value for money. My aim is to build an organisation that is a role model for consumer redress.


'I hope to contribute to reform in the wider legal profession through trend analysis, feedback and education programmes, and will press for legal reform and influence external policy where necessary.'


Professor Shamit Saggar, chairman of the Consumer Complaints Board, said: 'Deborah will provide fresh input to our commitment to meet the expectations of consumers and to working with the Legal Services Complaints Commissioner to achieve the complaints- handling plan.


'Succeeding in the world of modern consumer culture requires imaginative leadership and real determination, qualities that Deborah brings to her new role. Deborah has also significant experience of dealing with consumer complaints against solicitors.'


The CCS will be replaced by an independent office for legal complaints under the government's legal services reforms. A draft Bill is expected in the next few weeks, which will be subjected to pre-legislative scrutiny by a joint committee of both Houses of Parliament.


Antony Townsend has been appointed the chief executive for regulation, and Desmond Hudson has taken the representation role.