Law Society Performance
The Commissioner’s approach
Each year the Commissioner identifies specific performance targets which steer the Law Society towards the delivery of an effective and efficient service. Monitoring the Law Society’s performance against these targets enables the Commissioner to evaluate the level of improvement made each year.
The Commissioner’s Targets and Recommendations for the Law Society’s Legal Complaints Service and the Solicitors Regulation Authority for the period 1 April 2009 to 31 December 2009
In accordance with section 52(2)(c) and 52(2)(d) of the Access to Justice Act 1999, the Commissioner wrote to the Law Society on 25 February 2009, formally setting targets and making recommendations for the Legal Complaints Service (LCS) and the Solicitors Regulation Authority (SRA) for period 1 April 2009 to 31 December 2009. In setting these targets, the Commissioner stated that key priorities for improving complaints handling for the consumer and the profession, as the LCS nears closure and prepares for handover to the Office for Legal Complaints (OLC), would focus on improving and sustaining timeliness and reducing the work in progress levels. Key documents relating to the Commissioner’s targets and recommendations are listed below:
Press notice issued 26 February 2009 [PDF 45.0kb, 4 pages] 
Text of letter from the Commissioner to the Law Society dated 26 February 2009 [PDF 27.0kb, 3 pages]
Law Society’s performance against the Commissioner’s targets and recommendations for 2009-10
December 2009 [PDF 38kb, 5 pages]
November 2009 [PDF 32kb, 5 pages]
October 2009 [PDF 29kb, 4 pages]
September 2009 [PDF 29kb, 4 pages]
August 2009 [PDF 29kb, 4 pages]
July 2009 [PDF 31kb, 4 pages]
June 2009 [PDF 39kb, 4 pages]
May 2009 [PDF 35kb, 4 pages]
April 2009 [PDF 32.1kb, 4 pages]
Commissioner's summary of the Law Society's progress against its Client Care Programme
In June 2008 the Legal Services Complaints Commissioner announced that she would be imposing a penalty of £275,000 on the Law Society following her decision to declare the complaints handling plan submitted by the Law Society for the period 1 April 2008 to 31 March 2009 as inadequate.
On 4 March 2009, following a number of detailed discussions with both the Law Society and the Ministry of Justice, the Commissioner and the Law Society announced that they had reached a regulatory settlement whereby the monies will now be devoted to a range of Client Care measures costing £275,000, designed to promote diversity and excellence in the profession and to improve standards of client care and complaints handling.
Quarter 4 - October-December 2009 [PDF 70kb]
Quarter 3 - July-September 2009 [PDF 30kb, 6 pages]
Quarter 2 - April-June 2009 [PDF 38kb, 5 pages]
Quarter 1 - Jan-March 2009 [PDF 31kb, 4 pages]
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