Client care

• “Part of the system” – ethnic minority defendants do not trust solicitors, Lammy report finds
• “Superficial” partners lack knowledge of clients’ businesses, report finds
• “You want a quote? Byron or Shakespeare?” – how law firms fail to convert telephone enquiries
• 500 calls to Legal Ombudsman on day one
• All talk, no action? Most law firms in merger negotiations, but few end up in deals
• Are small claims becoming a new law firm battleground?
• Bad points are a “good reason” to terminate retainer, says Court of Appeal
• Barristers seek carve-outs from telling clients about complaints procedures
• BLP launches Streamline “process improvement” service
• BME consumers “getting a raw deal from the law” compared to white clients