Client care
LSB: current financial protection regime risks giving clients "false confidence"
Compensation arrangements for consumers involved in legal transactions that go wrong are outdated and need to be improved, the Legal Services Board has said in calling on its consumer panel to undertake research and provide advice on the issue.
Price tops list of reasons why GCs give law firms the boot
The biggest single reason general counsel are dropping law firms is price, according to a survey of top in-house lawyers at major global corporations. Lack of demand and quality of results are featured high up in the list.
SRA "hoodwinked" over financial services change, expert warns
The Solicitors Regulation Authority has been “hoodwinked” into changing its rules on referrals to financial advisers and risks involving solicitors in the mis-selling of investment products, a former senior financial regulator has claimed.
New practice offers fixed-fee support packages to help clients run their own litigation
A new commercial law firm in Harrogate has launched with a fixed-fee product to support clients in conducting their own litigation. In the latest bid to challenge the traditional hourly billing model, Towers Legal is also offering a fixed-fee ‘virtual’ in-house lawyer service.
LeO finally names firms – and majority were found to have acted properly
The names of 772 law firms which have been the subject of a formal decision by the Legal Ombudsman were published today – but an analysis by this website shows the ombudsman was happy with the law firm’s actions in more than half of the cases made public.
Ombudsman: complaints publication will be “imperfect” but it is not naming and shaming
The publication of complaints data will be “imperfect”, the Chief Legal Ombudsman has admitted, but it is better than publishing nothing at all and is emphatically not about naming and shaming lawyers.
Handling complaints the common-sense way
Michelle Garlick, a partner in Weightmans’ professional risk and Compl-i consultancy team, offers common-sense tips on how to handle complaints from clients.
Confidential SRA research uncovers non-compliance and bad attitudes over complaints
There is a “small but material rate of non-compliance” by solicitors with their complaints-handling requirements – and some bad attitudes towards complaints – confidential research by the Solictors Regulation Authority has found.
Court of Appeal ruling highlights need for retainers to deal with clients who won’t pay their bills
Law firms’ terms of business need to clearly provide them with adequate rights to stop work for a client who refuses to pay, solicitors have been warned following an important Court of Appeal ruling yesterday.
Ombudsman tells lawyers: sort out your pricing or risk losing work to "nakedly commercial enterprises"
Lawyers must provide clearer pricing information to their clients or risk losing out to new entrants to the market, the Legal Ombudsman (LeO) has warned. LeO today issued a report on the problems issues around cost causes consumers, accounting for up to a quarter of all of its investigations.
Blog
What high-performing consumer claims firms get right
Recurring concerns about parts of the volume claims sector show that the gap between well-run firms and those struggling to manage volume effectively is widening.
The SRA’s 2025 AML report: What law firms need to know
The SRA has released its 2024-25 anti-money laundering report and the scale of supervision is striking – it carried out 935 proactive engagements in the year to 5 April 2025.
The managing partner in 2026: skills, security and strategic technology
The legal sector stands at a pivotal moment. The pace of technological change is accelerating, cyber threats are becoming more sophisticated, and client expectations are higher than ever.
