Sheet1

*1. The percentage of complaints against solicitors that have been upheld by LCS.*
Definition of "Upheld" - The case has progressed to a formal decision process and at least one decision results in a finding, action or a sanction against the solicitor/ firm.

2007	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
No of closures - upheld	105	112	138	50	51	53	44	51	54	28	34	30
Total number of closures	1387	1350	1437	1066	1171	1096	1145	978	949	1178	1268	1042
Percentage of total	** 7.57%	** 8.30%	** 9.60%	** 4.69%	** 4.36%	** 4.84%	** 3.84%	** 5.21%	** 5.69%	** 2.38%	** 2.68%	** 2.88%
2008	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
No of closures - upheld	32	41	72	81	70	93	162	107	147	83	90	47
Total number of closures	1260	1236	1210	1289	1215	1240	1372	1205	1305	1309	1204	1053
% of total	** 2.54%	** 3.32%	** 5.95%	** 6.28%	** 5.76%	** 7.50%	** 11.81%	** 8.88%	** 11.26%	** 6.34%	** 7.48%	** 4.46%
2009	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
No of closures - upheld	68	71	58	55	46	64	81	74	101	87	93	81
Total number of closures	1089	1138	1336	1118	1088	1313	1394	1194	1224	1322	1584	1237
% of total	** 6.24%	** 6.24%	** 4.34%	** 4.92%	** 4.23%	** 4.87%	** 5.81%	** 6.20%	** 8.25%	** 6.58%	** 5.87%	** 6.55%


*2. The percentage of complaints against large (Top 50) law firms that have been upheld by LCS.*
We do not hold this data - we do not identify on our database who the top 50 firms are.


*3. The number of complaints against solicitors and law firms received by LCS.*

2007 Receipts	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Conduct	0	0	2	0	2	2	1	0	0	0	0	0
Service	1181	1137	1224	1143	1146	1257	1557	1365	1172	1127	1222	935
Total	** 1181	** 1137	** 1226	** 1143	** 1148	** 1259	** 1558	** 1365	** 1172	** 1127	** 1222	** 935
2008 Receipts	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Conduct	1	0	1	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Service	1168	1252	1163	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Total	** 1169	** 1252	** 1164	1410	1159	1172	1402	1161	1216	1234	1177	1137
2009 Receipts	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Conduct	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Service	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Total	1035	980	1257	1067	1132	1098	1056	1064	958	1209	1110	1059


*4. The percentage of LCS investigations that are considered to have been conducted satisfactorily as measured by customer feedback forms.*

Customer satisfaction 2007	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Number of forms sent out	1076	1009	1113	805	906	823	831	728	700	905	907	768
Number of forms received	459	379	406	398	326	323	318	334	264	327	373	288
Response rate (%)	42%	38%	36%	45%	36%	39%	38%	46%	38%	36%	41%	38%

Satisfaction with service	82%	80%	81%	83%	81%	81%	79%	84%	80%	82%	88%	83%
Satisfaction with outcome	75%	73%	72%	74%	71%	73%	71%	75%	73%	74%	81%	75%

Customer satisfaction 2008	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Number of forms sent out	897	873	880	931	843	913	994	757	832	891	733	689
Number of forms received	350	311	346	400	329	343	425	375	322	384	373	213
Response rate (%)	39%	36%	39%	43%	39%	38%	43%	50%	39%	43%	51%	31%

Satisfaction with service	85%	82%	81%	85%	84%	83%	87%	85%	86%	87%	83%	84%
Satisfaction with outcome	78%	77%	73%	77%	78%	77%	81%	79%	80%	80%	78%	75%

Customer satisfaction 2009	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Number of forms sent out	665	664	867	766	675	776	718	674	765	834	890	817
Number of forms received	360	262	341	302	256	315	325	320	302	285	303	321
Response rate (%)	54%	39%	39%	39%	38%	41%	45%	47%	39%	34%	34%	39%

Satisfaction with service	84%	81%	80%	85%	84%	82%	82%	81%	85%	84%	84%	85%
Satisfaction with outcome	79%	71%	72%	75%	76%	74%	76%	74%	76%	77%	74%	80%

*5. The percentage of LCS investigations that have been forwarded to the Legal Services Ombudsman (LSO) for further consideration*

LSO Referrals 2007
CLOSURES	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Conduct	427	383	477	4	2	4	1	2	1	2	1	0
Service	1388	1366	1450	1086	1197	1114	1164	1005	970	1208	1296	1069
Redress Conduct	28	37	44	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Enquiry	560	521	575	465	513	585	448	442	445	495	524	389
Total	2403	2307	2546	1555	1712	1703	1613	1449	1416	1705	1821	1458
FILES TO LSO	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Conduct	45	26	27	3	2	4	0	2	2	0	0	0
Service	118	101	123	87	162	84	90	124	140	87	79	71
Redress Conduct	1	1	1	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Enquiry	4	3	1	2	3	3	1	1	6	0	3	1
Regulatory	0	2	1	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A	N/A
Total	168	133	153	92	167	91	91	127	148	87	82	72
LSO Referrals as a % of YTD Average Month	8%	6%	7%	6%	10%	6%	6%	8%	9%	5%	5%	4%

LSO Referrals Jan - Mar 2008
CLOSURES	Jan	Feb	Mar
Conduct	1	1	0
Service	1285	1257	1237
Enquiry	492	496	438
Total	1778	1754	1675
FILES TO LSO	Jan	Feb	Mar
Conduct	0	0	1
Service	109	128	72
Enquiry	4	1	6
Total	113	129	79
LSO Referrals as a % of YTD Average Month	7%	8%	5%

LSO Referrals Apr - Dec 2008
Closures eligible to be referred to the LSO	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Complaints	1296	1224	1247	1379	1209	1311	1318	1213	1063
Enquiry	524	506	588	493	453	462	499	434	403
Total	1820	1730	1735	1872	1662	1773	1817	1647	1466
Files referred to LSO	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Complaints	94	109	101	118	83	80	97	117	88
Enquiry	2	1	1	2	1	2	1	2	1
Waiver	1	0	0	0	0	0	0	0	0
Total	97	110	102	120	84	82	98	119	89
LSO Referrals as a % of YTD Average Monthly Closures	6%	6%	6%	7%	5%	5%	6%	7%	5%

LSO Referrals 2009
File type	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Complaints	94	92	103	86	100	118	97	85	107	86	88	96
Enquiry	2	1	4	0	0	0	3	0	1	0	0	0
Remuneration Certificates	0	0	0	0	0	0	0	0	0	0	0	0
Total	96	93	107	86	100	118	100	85	108	86	88	96
LSO Referrals % (based on average monthly closures for the year to date)	6%	6%	6%	5%	6%	7%	5%	5%	6%	5%	4%	6%

Spreadsheet's Author: Laura Booth
Last Updated with Excel 97

** This cell's data may not be accurate.

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