Aims
In relation to the handling of complaints by the Law Society’s Legal Complaints Service (LCS) and Solicitors Regulation Authority (SRA) and the remit of the Legal Services Complaints Commissioner (the Commissioner), the Advisory and Consumer Board will enhance the visibility of decision making and add additional levels of confidence – particularly for the consumer. The Board will provide an opportunity to test out concepts and operational working practices.
Duties
The Board will bring a wider range of experiences and skills to the work of the Commissioner and to build on the recommendations of the Better Regulation Task Force. The main duties and role of the board will be:
- To assist in identifying what consumers of legal services, particularly those who are at a disadvantage, want from the LCS and SRA.
- To assist in determining what level of performance and customer service standards it is reasonable to expect the LCS and SRA to deliver.
- To help identify good practice and ways in which the LCS and SRA could improve its service for consumers.
- To advise the Commissioner on her work programme, priorities, methods of working and communications.
- To help to inform the activities and opinions of stakeholders including consumers of legal services, the Law Society and its members.
- To help identify good practice which can be used in the setting up of the Legal Services Board and Office for Legal Complaints.
The Board remit does not extend to the investigation of individual consumer complaints.
Membership
It is vital to the success of the Commissioner that the board operates in an impartial manner and its decisions are transparent so as not to undermine the role of the Commissioner. The Commissioner will be looking for consensus but where this cannot be reached she will take a view considering the advice of all members.
Members must be independent and not be seen to be representing a body or constituency. Members’ views and advice will be sought based on their skills and experience not only in their own fields of expertise but also as consumers themselves. The main theme is that the Commissioner seeks a perspective with a view on helping consumers. There is no maximum period of service.
Board membership consists of:
The Chair Zahida Manzoor CBE, Legal Services Complaints Commissioner
Core members
Colin Brown
Rob Chester
The Countess of Eglinton and Winton
Louise Hanson
David Harker OBE
Malcolm Hurlston
George Seligman
Professor Avrom Sherr
Steven Silver
Stephen Boys Smith
Michael G Wilson OBE
In addition the Board has an associate member, Clare Montgomery QC.
Regular attendees from the Office of the Legal Services Complaints Commissioner (OLSCC) will include:
Les Courtnell, Director of Operations
Lorraine Jackson, Head of Strategic Policy and Corporate Services
Bronwyn Baker, Head of Research and Investigations and Policy and Performance
Board Secretariat
Other members of OLSCC will attend to present papers as appropriate.
Attendance and meeting intervals
Meetings will be held on a quarterly basis with the location rotated according to members’ availability. Minutes will be sent to members by OLSCC within ten working days after each meeting.
Secretariat support will be provided by OLSCC – this will include producing and circulating the agenda, arranging meetings, taking meeting notes, issuing papers, handling expenses claims and monitoring expenditure.
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