Posted by John Kushnick, legal director at Legal Futures Associate National Accident Law
Kushnick: We need to focus more on client care
Managing client expectations against the backdrop of court backlogs, insurer delays and multiple stakeholders in increasingly complex cases is a daily reality.
In this environment, maintaining client care can be difficult, but the data suggests as an industry, we are falling short.
Earlier this year, we submitted a Freedom of Information request to the Legal Ombudsman (LeO) seeking up-to-date data on complaints in the personal injury sector. The findings can be used constructively to improve services for clients and to enhance the reputation of our industry.
Between April 2021 and March 2025, there were 539 final ombudsman decisions relating to personal injury law. Of these, 322, almost 60%, were upheld, meaning LeO found evidence of poor service. When looking at a yearly breakdown, the volume of complaints does appear to be steadily decreasing:
- 2021/22: 180 complaints – 100 upheld
- 2022/23: 167 complaints – 87 upheld
- 2023/24: 103 complaints – 74 upheld
- 2024/25: 89 complaints – 61 upheld
While it is encouraging to see the number of complaints steadily falling, this may be related to the decline in personal injury claims.
The number of personal injury claims recorded fell to record lows in 2025, according to the latest data from the government’s Compensation Recovery Unit, obtained by the Association of Consumer Support Organisations – motor claims fell by 14% year-on-year, and overall personal injury claims dropped by 12% between 2024 and 2025.
So the reduction in complaints handled by LeO may reflect a shrinking caseload year-on-year rather than any meaningful improvement in service standards. It is also worth noting that the proportion of complaints being upheld has increased, from 56% in 2021/22 to 69% in 2024/25.
Across the 322 upheld cases, three issues dominated the complaints:
- Failure to keep informed – 121 complaints (38%);
- Delay or failure to progress – 105 complaints (33%); and
- Failure to respond – 83 complaints (26%)
Other issues featured less frequently, including failure to follow instructions, which was cited in 48 cases, while the remaining complaints were costs-related disputes or pricing concerns.
What these findings reveal is that the top three areas of complaint were not complex legal or procedural failings. They were, at their core, failures of communication.
Clients are not complaining about points of law or technical errors. They are complaining about being left in the dark, about matters stagnating, and about their calls and emails going unanswered.
This pattern is not entirely new. The Solicitors Regulation Authority’s 2017 thematic review of the personal injury sector identified concerns about communication, training, and client care. Yet nearly a decade on, these same issues persist.
As an industry, we can learn from these findings and improve. We cannot control court delays, insurer investigations or the complexity of multi-party cases. But we can control how we communicate with our clients, how we manage their expectations, and we can explain why timelines may not be met.
The firms that put client care at the forefront of their services will be the ones to thrive. By putting clients first, we can reduce complaints, improve our reputation and build a sustainable industry for years to come.
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