Client care


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.


Mystery shoppers: Law firms good face-to-face but not on phone

31 October 2018

Law firms are still underperforming when dealing with potential clients on the telephone rather than face-to-face, a mystery shopping survey has found.


SRA urges firms to engage with online reviews

3 October 2018

Responding to online reviews is more important than ever, the Solicitors Regulation Authority has told law firms. It also urged solicitors not to be afraid of negative reviews.


High Court finds oral agreement to pay solicitor’s fees

25 September 2018

The High Court has found there was an oral agreement between a solicitor and the son-in-law of a client that the latter would cover his fees, which in the end totalled £330,000.


Consumer satisfaction with lawyers reaches new high

1 August 2018

Consumers are happier with the service they receive from lawyers than any other time this decade, according to new research.

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Blog


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