For the time being the survey results are displayed in simple tabular form. Later we expect to add ranked year-by-year figures and performance graphs. More detailed results may also be found on the A to Z of Law Firms page.
Tabular Results on this page
The Three Offices - 1998 to 2008
Quality Standards and the Ombudsman
Year-on-Year and Performance Graphs
Top Complaints about solicitors
| Top Complaints about solicitors in ranked order | Precentage |
| Dishonesty / Fraud / Lying | 86% |
| Professional Misconduct (i.e. they broke the rules) | 85% |
| They behaved unprofessionally | 82% |
| They gave inaccurate or incomplete information | 76% |
| Negligence (i.e. they did not exercise reasonable skill or care) | 67% |
| Instructions were not followed / carried out | 60% |
| They gave bad advice | 58% |
| You were not treated respectfully | 54% |
| They didnt reply to your letters and/or phone calls | 53% |
| They were incompetent | 53% |
| They made mistakes in the work they did | 53% |
| They didnt keep you informed about the progress of your case | 51% |
| Excessive delays in handling your case | 46% |
| Other (not ranked) - click here for a list | 38% |
The Three offices over the years
| What Complainants said about... | The OSS | The CCS | LCS/SRA | |
| Number of complaints | 21 | 15 | 48 | |
| Average Time Taken (months) | 4 | 1 | 4 | |
| Complaints were not taken seriously | 95% | 80% | 87% | |
| Complaints were not properly addressed | 100% | 93% | 95% | |
| Compensation paid... | 0% | 20% | 6% | |
|
Average payout... (where compensation was paid) because of what the solicitor had done |
£0 | £0 | £400 | |
|
Average payout... (where compensation was paid) because of Law Society's own failings |
£0 |
£375 |
£850 |
|
| Disciplinary action taken against law firm? | 0% | 0% | 0% | |
| Satisfaction with the outcome | Appalled | 85% | 93% | 85% |
| No At All Satisfied | 14% | 6% | 12% | |
| Partly Satisfied | 0% | 0% | 2% | |
| Reasonably Satisfied | 0% | 0% | 0% | |
| Extremely Satisfied | 0% | 0% | 0% | |
| Overall Satisfaction with regulator | Worse than Useless | 85% | 66% | 81% |
| Appalling | 14% | 13% | 14% | |
| Poor | 0% | 6% | 2% | |
| Mixed | 0% | 6% | 0% | |
| Good | 0% | 6% | 0% | |
| Excellent | 0% | 0% | 2% | |
| User Comments about... | OSS | CCS | LCS/SRA | |
Complaints that went further - Quality Standards and the Ombudsman
| Beyond the Law Society... | The OSS | The CCS | LCS/SRA | Comments |
| Total number of complaints... | 21 | 15 | 48 | |
|
Also complained to the Quality & Service Standards Team |
0% | 9% | 18% |
about their Q&S experience |
|
Also complained to the Legal Services Ombudsman |
57% | 23% | 41% |
about their LSO experience |
Year-on-year and Performance Graphs
To do... please check back soon
Please note: When the survey closes we hope to offer the results as an XL spreadsheet for you to download