OLSCC Audit Report November 2007 – Indicative target
The OLSCC research and investigations team carried out an indicative target audit of the LCS and SRA in October 2007 and their findings are presented in this report. The aim of the audit was to review LCS and SRA performance against each quality target as set out in their plan for complaints handling.
Download the report [PDF 191kb, 20 pages] 
OLSCC Audit Report June 2007 – Quality of outcome
The OLSCC Research and Investigations Team carried out a Quality of Outcome Audit in June 2007. The purpose of this audit was to establish whether Legal Complaint Service and Solicitors Regulation Authority caseworkers are achieving a fair and reasonable outcome for consumers through the appropriate application of administrative procedures and decision-making.
Download the report [PDF 540kb, 37 pages]
OLSCC Audit Report May 2007 – Year end target
The Year End Target Audit, carried out by the OLSCC Research and Investigations Team, aims to measure Law Society performance against each quality target, set out in Strategic Priority 2 – improving the quality of complaints handling in the Law Society’s Plan for Complaints Handling 2006-2007.
Download the report [PDF 143kb, 24 pages]
OLSCC Audit Report April 2007 – Redress conduct
The Redress Conduct Audit, carried out by the OLSCC Research and Investigations Team, audits the Law Society’s approach to the handling of Redress Conduct Cases. These are service complaints that have conduct issues arising, and result in a referral to the Solicitors Regulation Authority, once the service element has been dealt with. Previous audits had identified that this particular aspect of the complaints handling process warranted further investigation.
Download the report [PDF 109kb, 15 pages]
OLSCC Audit Report April 2007 – Negligence
The Negligence Audit, carried out by the OLSCC Research and Investigations Team, audits the Law Society’s approach to the handling of consumer complaints that contain allegations of negligence.
Download the report [PDF 143kb, 24 pages]
OLSCC Audit Report April 2007 – Adjudication
This audit by the OLSCC Research and Investigations Team considers whether the Law Society has appropriately and consistently applied procedures with regard to the adjudication of files and identifies whether caseworkers and adjudicators have a clear and reliable understanding of procedures and their application. It covers the work of the Law Society’s Caseworkers, Team Managers, Adjudication Team and Adjudication Panel, and both service and conduct cases. Previous audits had identified that this particular aspect of the complaints handling process warranted further investigation.
Download the report [PDF 257kb, 26 pages]