The Law Society's chief executive may regard the appointment of a complaints commissioner as an organic development of the existing external complaints procedure (see [2003] Gazette, 2 October, 20), but it would not have been necessary if the public was generally satisfied with the Law Society's ability to deal effectively with the profession's overall attitude toward disgruntled clients.

The decision to set up 'Oflaw' means that the government will no longer accept self-regulation.

Indeed, nor should it in the wake of the 1,750 individual complaints to the ombudsman's office over the 12 months to last March, each one of them dissatisfied with the the way in which the Society itself had dealt with their grievances against a sizeable minority of solicitors.

If the general attitude of the Society towards complainants does not improve, huge fines may be levied against it, with the cost ultimately falling on the majority of solicitors who continue to provide a satisfactory service to clients.

And of course it is they who now have to pick up the bill for the new commissioner's office.

It is to be hoped that the Society will in future ensure that it treats with respect those unhappy with its members' services.

A number of claims will doubtless be spurious but the benefit of the doubt should be given to all claimants and a thorough investigation be initiated without delay.

If we cannot get our own house in order then we can expect the core responsibility for receiving and resolving complaints to be removed permanently from our professional body.

Bill Jackson, solicitor, West Bridgford, Nottingham