Our strategy and vision

Purpose

The SLCC's purpose is to investigate and to either resolve or direct settlement of complaints about legal professionals registered in Scotland. We have a role to look into the way the professional bodies concerned, deal with complaints about their members' conduct and about how these bodies make arrangements for professional indemnity insurance. We also have a role in promoting and advising on good complaint handling across the legal profession. We make recommendations in order to contribute to the development of good professional legal practice in Scotland.

Strategic Aims

The SLCC's strategic aims are to deal with all our responsibilities independently, impartially and to be accessible to all who need to use our services.

Independent

We are established by law and do not promote the interest of any party, either the person complaining or the person complained against
We operate free from any outside influence or control
We look carefully at all the facts presented to us.

Impartial

We are fair and even-handed to all the parties to a complaint
We offer advice to any party to a complaint to allow the matter to be resolved early, avoiding the necessity of a formal complaint to us
We make fair and reasonable proposals for settlement and determination, based on facts.

Accessible

We are approachable and communicate clearly, understandably and in the most appropriate way
We explain all our decisions
Our service is available to everyone
We are not a court and will deal as informally as possible with the circumstances of the case before us. No one should need expert legal help to pursue or defend their case with us.

Values

Objectivity	We are focused and impartial in everything we do
Accountability	We each take ownership of our work and are answerable for what we do
Openness	We listen to and accept new ideas and suggestions readily
Personal responsibility	We are responsible for our own actions and promote the SLCC's values
Consistency	We make the same decisions on cases with similar circumstances and facts and learn from experience
Proportionality	We take a flexible, balanced approach and use a range of investigation techniques which reflect the needs of the parties involved, their circumstances and the nature of the complaint.

People and Processes

Encourage and support early resolution
Develop and maintain strong working relationships and regular contact with outside bodies
Are independent, impartial and accessible
Communication is open and beneficial to all
Provide expert and appropriate advice
Offer and provide assistance on best practice in complaints handling
Provide appropriate information to enable informed decisions
Foster an open exchange of information and ideas and provide regular opportunities for feedback on the work of the SLCC
Are developed to support complaint handling that is effective, fair and practical.

Our processes are ...

Clear, written and in understandable language
Reviewed regularly, learning from experience
Shared with our stakeholders to encourage and promote good complaint handling
Supported by secure, effective technology and systems
Proportionate and achieve value for money.

Our people are ...

Committed and a great team
Well-trained and continuously developed
Excellent, inclusive communicators
Have clear personal and organisational goals and receive regular feedback
Have competitive terms and conditions.

Corporate objectives

To achieve these strategic aims, we have set ourselves the five following corporate objectives:

Objective 1	The SLCC will provide a high quality, independent and impartial complaint handling service which focuses on early resolution.
Objective 2	The SLCC will be an efficient, accountable organisation that works to best-value principles.
Objective 3	The SLCC will support and contribute to high standards in the legal profession in Scotland through our oversight and complaint-handling functions.
Objective 4	The SLCC will promote understanding of its role.
Objective 5	The SLCC will be recognised as expert in complaint handling and an organisation that attracts and retains experienced and skilled people.

You can read our Strategy and Corporate Plan here (PDF 180 KB)