As a result, in February 2004 the Lord Chancellor exercised his powers under the Access to Justice Act 1999[2] to appoint a Legal Services Complaints Commissioner to regulate the society.
[5] However, in April 2008, the commissioner reported that "Results show that despite some improvements in all target areas set, there are still failures ... to consistently apply their policies, processes and customer standards.
[citation needed] Each case was said to have been looked at impartially, the Service working to find a solution acceptable to everyone concerned, including the lawyer.
[8] Chief Executive Evans was criticised as actively-seeking complaints about solicitors and as showing an excess of zeal in making work for her organisation in a bid to attract more funding.
[citation needed] Complaints handling was further criticised in Sir David Clementi's 2004 report into regulation of legal services.