Client care


LeO: Simplest complaints could take over a year to conclude

12 August 2020

The Legal Ombudsman has warned that if its poor performance over the last few months continues, it could take more than a year to process even the simplest complaints.


Revealed: Most barristers failing to comply with transparency rules

30 July 2020

Little more than a third (37%) of barristers, chambers and firms regulated by the Bar Standards Board are fully complying with its rules on price and service transparency, it has emerged.


Are you live-chatting with your clients?

22 July 2020

For legal firms striving to stand out in a digital age, live chat helps to bring them closer to clients and respond to the changing way people shop and procure legal services.


Inquiry was “right to refuse” participants choice of lawyer

8 July 2020

The High Court has upheld a decision refusing two ‘core participants’ in the infected blood public inquiry the right to nominate their own solicitors.


Solicitor and firm sanctioned over property work

1 June 2020

A law firm earned some £800,000 in fees on three failed property development schemes as well as ‘quick sale’ conveyancing where it acted for both sides, a tribunal has heard.


Legal project management “needs common standards”

27 April 2020

Legal project management has received an unexpected boost from people working from home as a result of Covid-19 but law firms are keen on formal standards for it, according to a study.


Firms launches ‘will through a window’ service

30 March 2020

A law firm in Wiltshire is offering a ‘Wills through a window’ service as law firms look for ways to execute wills validly amidst a spike in demand due to the coronavirus pandemic.


Lawyers need to take ‘whole person’ approach to clients

26 February 2020

Law firms and other advisers are often organised so they only see a legal problem that needs to be resolved, rather than take a ‘whole person’ approach to clients, the head of a well-known legal charity has said.


Law firms failing miserably with client follow-ups

27 January 2020

Law firms are making follow-up calls to only 9% of the people that contact them, a mystery shopper survey has found, with conveyancing teams performing better than private client and debt recovery.


Survey: Law firms benefit from efforts to help disabled

15 October 2019

Solicitors’ firms that adjust the way they present information to disabled people – and make explicit how they can accommodate their needs – will see the business benefits, a major study has found.


Legal advice privilege “survives” company’s dissolution

7 October 2019

Legal advice privilege attaching to communications between a company and its lawyers survives the dissolution of the company, the Court of Appeal has ruled.


New clients put trust factors “way ahead of price”

3 October 2019

Reputation and trust remain more important to winning new business than price, despite the push for greater transparency, according to a massive client satisfaction survey.


One in three legal consumers using online services

30 July 2019

A third of consumers are now accessing legal services online while telephone-based services are declining, new research has found. However, the proportion shopping around is still relatively low.


Consumers like law firms that publish prices, survey finds

30 April 2019

A large majority (77%) of consumers are more likely to use law firms that publish their fees online, a major survey has found. A smaller majority (58%) would be prepared to use freelance solicitors.


Solicitor fails in libel claim over treatment of clients

17 April 2019

A solicitor has failed in a libel action against the consultant of another law firm over comments made about her and her practice on Facebook.

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Blog


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During uncertain times law firms must be sure that every single marketing activity is driving lead generation, supporting client engagement and protecting brand reputation. 


The SQE and ethics: STAR lite?

How much will graduates of the SQE be able to use and apply the Standards & Regulations, not in a classroom, or in a hypothetical situation, but on a rainy Tuesday with a client or their boss shouting at them?