Let’s say some SLCC information requests land in your inbox. You know the matter. You may even remember the advice you gave. But how quickly could you put your hands on the correspondence, attendance notes and financial records needed to respond?
If that means searching several inboxes, asking a colleague to check their downloads and finding out who last had the paper file, there’s work to do before you can begin preparing your response.
For a busy Scottish practice, that is time you can ill afford.
Why SLCC information requests are in the spotlight
On 9 September 2026, the Scottish Legal Complaints Commission announced that it and the Law Society of Scotland would work together to highlight delays and failures in responding to statutory information requests.
The SLCC says that, in more than a quarter of cases, information arrives late or not at all.
Its statement on responding to the SLCC explains that failure to engage can lead to court enforcement, awards of expenses and, in serious cases, contempt proceedings. There can also be conduct consequences, even where the original complaint does not amount to misconduct.
That is a good reason to look at how your firm keeps its records. If someone needs to review a matter, can they follow the file without relying on the person who handled it to fill in the gaps?
The time goes on finding the information
Think about a straightforward question: when did you explain a particular point to a client?
The answer might be in an email. There may also be a telephone note, a follow-up letter and a time entry. Each adds something to the picture.
When those records sit in different places, assembling that picture takes longer. You might know exactly where you saved something six months ago. A colleague covering your work probably won’t.
This is where well-used practice management software can make a practical difference.
LawWare’s case management software organises information by matter, bringing documents, emails and recorded activities together. That gives the person reviewing a file a more useful starting point than a collection of separate inboxes and folders.
The everyday habit matters just as much: save the information to the matter while the work is fresh.
Make the history easier to follow
A good file should help someone understand what happened, when it happened and what followed.
Clear attendance notes, saved correspondence and meaningful document names all contribute. “Client advice on settlement – 12 September” tells a colleague considerably more than “Letter final version 3”.
New LawWare’s document previewer also helps you review material without repeatedly opening individual files.
It’s easy for an important email to stay in someone’s inbox when the next job needs attention. LawWare’s automatic email filing helps keep correspondence with the relevant matter, making it easier for colleagues to follow the exchange and find what they need when reviewing a file or preparing a response.
Keep the financial records within reach
Where a request concerns fees or transactions, you may need to compare the correspondence with time entries, bills and ledger records.
That becomes harder if your case information and accounts sit in separate systems, leaving colleagues to piece the two together.
LawWare’s integrated legal accounts software makes accounting information available across its modules, subject to the appropriate access. This helps authorised colleagues review the financial position alongside the matter history and identify questions that need the cashroom’s input.
You still need the right people to review the figures. Having the records readily available gives them more time to do that properly.
Give the response a clear owner
An organised file helps, but somebody still needs to take responsibility for the request.
When SLCC information requests arrive, a sensible internal process is to:
- Record what has been requested and the deadline given.
- Assign responsibility for gathering the material and approving the response.
- Set an internal review date that leaves time to resolve gaps.
- Check the response against the request before sending it.
- Keep a record of what was supplied and when.
If something is unclear or there is a difficulty obtaining material, raise it promptly with the SLCC.
Within LawWare, case summaries, key dates and notifications can help colleagues keep track of work requiring attention. Agree how your team will use these tools, including who provides cover during absences.
Try it on one of your own files
You don’t need to wait for a complaint to find out how well your filing works.
Choose a recently closed matter and ask an authorised colleague who wasn’t involved to review it. Can they find the terms of business, follow the advice given and understand the bill? What do they have to ask you to explain?
That small exercise can reveal useful improvements to naming, filing and note-taking. It can also make everyday handovers easier.
At LawWare, this is the sort of practical difference we want our software to make: less time searching for information and a clearer record of the work you have done.
If you’d like to see how LawWare brings your case files, communications and accounts together, get in touch to arrange a demonstration. We’ll be happy to talk through how your firm works and show you the features that would help.
