OSS 'improving'

There is 'some evidence of improvements' at the Office for the Supervision of Solicitors (OSS), MPs were told last week - although concerns remain.

Responding to a written question in Parliament, Department for Constitutional Affairs minister David Lammy said that in 2002, the OSS met all the turnaround targets for resolving compensation fund application complaints; two out of four turnaround targets for resolving service and conduct complaints; one out of three turnaround targets for resolving remuneration certificate complaints; and the Legal Services Ombudsman was satisfied in 67% of cases dealt with by the OSS, up 10% on the previous year.

Mr Lammy said the OSS has produced 'robust management information that shows how it intends to build on its performance over the next three years to reach and exceed acceptable standards overall'.

'Additionally, the Law Society has accepted, in principle, 11 wide-ranging recommendations to improve complaints handling [made] by its independent commissioner, Sir Stephen Lander,' Mr Lammy said.

However, he cautioned that the government continues to have concerns about the age profile of cases and 'about the performance of the OSS in recent months', adding: 'We will monitor closely the measures undertaken by the OSS to ensure it delivers real benefits to consumers.'

Law Society chief executive Janet Paraskeva said: 'We are pleased Mr Lammy has noted the Law Society's efforts to improve its complaints handling.

However, we are keenly aware of the urgent need to achieve the excellence that we seek.

There is still a long way to go.'