1. MANAGING COMPLAINER EXPECTATIONS
Philip J Yelland,
Director of Regulation
Law Society of Scotland
May 2011

2. 1. BACKGROUND
Law Society of Scotland is a statutory “first instance” regulator
Used to deal with service and conduct complaints
Now deal only with conduct matters

3. 2. WHAT DRIVES EXPECTATION
Personal experience - service
- complaints systems
Media
Information from “complaints handling” bodies
- websites
- leaflets
- forms

4. 3. MANAGING EXPECTATION Website - what does the client need to know?
- process
- time
- powers
How will what you write be read?
e.g. Does the complainer understand what maximum compensation of
£20,000 means?

5. B) Leaflets
How much detail
What is the language
Who is it aimed at

6. C) Forms
What is the purpose
- information gathering
- seeking view on resolution
- does the complainer understand
Could asking certain questions raise expectations

7. D) Media Engage Not about individual cases Talk about process
How decisions are reached
YOU MAY NOT WIN

8. 4. FEEDBACK Look for feedback Feed it into process
Assess quality of feedback
- is feedback result driven