Client care


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.


Solicitors must think about “impression created” by NDAs

1 April 2019

Solicitors must think beyond the drafting of non-disclosure agreements and confidentiality agreements to the “impression created” by them, a panel of experts has warned.


Developers pledge proper legal advice for leaseholders

29 March 2019

More than 40 leading property developers and freeholders – but no lawyers as yet – have signed a government-backed pledge that highlights the duty of conveyancers to act in the best interests of clients.


Trading Standards publishes guidance on conveyancing referral fees

5 March 2019

The clock on a possible ban on referral fees from lawyers to estate agents has started running after new guidance on disclosure was published by National Trading Standards.


Clients’ focus on price is compromising us, say solicitors

4 February 2019

Solicitors at smaller firms believe that clients’ focus on price is compromising their work and even their ability to uphold the law, a survey has suggested.


Conveyancing referral fee rules given year to work to avoid ban

24 January 2019

New rules requiring estate agents to be transparent about referral fees received from conveyancers will have a year to prove themselves or a ban will be back on the table, the housing minister has said.


Solicitor launches AI-backed platform to engage with clients

19 November 2018

An artificial intelligence-backed platform designed to elicit key information from new law firm clients and put them at their ease has launched in the UK, initially targeted at family law practices.

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Blog

7 April 2020

Remote working during coronavirus

Coronavirus is having a profound effect upon many facets of society and everyday life, not least in terms of how people work now that most office-based employees are working from home.

Read More