Ombudsman backs complaints commissioner plan

The creation of a powerful, government-appointed legal services complaints commissioner moved a step closer this week with strong backing from the profession's new watchdog.

Speaking exclusively to the Gazette, Zahida Manzoor - who took up the role of Legal Services Ombudsman this month - said the post of complaints commissioner had significant attractions and was a natural evolution of her role.

She said: 'If we are going to look at regulation and the regulatory framework - whether that is self-regulation or not - the idea is quite an exciting one because it puts at the heart improving services to consumers.'

Under the Access to Justice Act 1999, the Lord Chancellor could invoke powers at any time that would create a complaints commissioner.

Ms Manzoor speculated on a future in which a complaints commissioner 'could actually set targets, which could include raising standards of service, and measure performance against those targets'.

A commissioner might even fine the profession's regulators - such as the Office for the Supervision of Solicitors - for not meeting targets on complaints handling.

An LCD spokeswoman said: 'The Lord Chancellor continues to monitor the situation at the OSS closely and has made clear that in the absence of real improvements he will consider appointing a legal services complaints commissioner.

'There is some evidence of improvements and we continue to work closely with the OSS to ensure that they continue to move towards acceptable standards overall.

Law Society chief executive Janet Paraskeva said: 'We share the ombudsman's determination to raise standards of customer service across the profession.

But I am not convinced that a complaints commissioner would add value.

We are already working with partners to raise standards.

'The LCD sets targets for the Law Society and the independent commissioner - appointed by and reporting to the Master of the Rolls - is already monitoring our work and making recommendations for change.

The Law Society is already committed to a long-term programme of change which includes significant additional investment by the profession.

When Zahida Manzoor visits us at the OSS, she will be able to see the determined and imaginative work being done.'

By Jonathan Ames