Our People and Processes
We
pride ourselves on the professionalism and expertise of our people,
who help to ensure that your complaint is given the most
appropriate attention. Added to this, our structured and proven
processes result in clarity, speed of resolution and fairness.
Combined, our people and processes:
encourage and support early
resolution;
are independent, impartial and
accessible;
provide expert and appropriate
advice;
provide appropriate information
to enable informed decisions;
are developed to support
complaint handling that is effective, fair and practical;
develop and maintain strong
working relationships and regular contact with outside
bodies. Communication is open and beneficial to all - the
SLCC, The Law Society of Scotland, The Faculty of Advocates, the
Scottish Government, consumer groups, legal practitioners and other
stakeholders;
offer and provide assistance on
best practice in complaints handling;
foster an open exchange of
information and ideas and provide regular opportunities for
feedback on the work of the SLCC.
OUR PROCESSES
The
processes that underpin our work are clear and are written in an
understandable language. All of our procedures are reviewed
regularly, are based on experience, and are shared with our
stakeholders to encourage and promote good complaint handling.
In addition our processes are supported by secure and effective
technology and systems which result in both robust and efficient
working practices. By regularly reviewing our processes, we make
sure they remain proportional and that we achieve value for
money.
OUR PEOPLE
With clear
personal and organisational goals, competitive terms and conditions
and regular feedback, we recruit and retain excellent people.
Working on your behalf to handle complaints fairly, quickly
and amicably, our people are committed, well trained and
continuously developed, and are excellent communicators. Their
individual strengths and combined experience means that together,
they make a great team.
