- Thursday, 11 October 2012
Regulators need to take urgent action to improve the way lawyers handle complaints after a “hard-hitting” new report highlighted multiple failings. However, although clients are often scared to complain, a positive experience when they do can actually make them likely to recommend the provider.
Tags: complaints, complaints-handling, Legal Ombudsman, Legal Services Consumer Panel
Posted in Client care, Consumer panel, Latest news, Legal Ombudsman, Regulation
- Monday, 10 September 2012
The Solicitors Regulation Authority (SRA) has brought in the Insolvency Practitioners Association (IPA) to handle complaints against solicitor insolvency practitioners. It follows criticism by the Insolvency Service of the SRA.
Tags: complaints-handling, insolvency, Solicitors Regulation Authority
Posted in Latest news, Solicitors
- Tuesday, 31 July 2012
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.
Tags: bar standards board, complaints, complaints-handling, Legal Services Board, Solicitors Regulation Authority
Posted in Barristers, Client care, Latest news, Legal Services Board, Solicitors
- Monday, 28 May 2012
There are signs that lawyers are getting better at handling complaints but also still failing to signpost their clients to the Legal Ombudsman, the chief ombudsman has said. Both could help explain why complaint volumes are lower than had been planned for.
Tags: complaints-handling, Legal Complaints Service, Legal Ombudsman, LeO
Posted in Latest news, Legal Ombudsman
- Tuesday, 16 August 2011
Law firms will this year have to give the Solicitors Regulation Authority a detailed breakdown of the number and type of complaints they have received in the past 12 months, as part of the process of renewing their authorisation.
Tags: complaints-handling, Legal Ombudsman, Legal Services Act, Legal Services Board, Solicitors Regulation Authority
Posted in News, Solicitors
- Friday, 17 June 2011
Poor communication between lawyers and their clients was “writ large” as a theme running throughout cases brought to the Legal Ombudsman (LeO) in its first six months, the chief ombudsman has reported. It launched nearly 4,000 investigations by the end of March, from more than 38,000 calls.
Tags: complaints, complaints-handling, Legal Complaints Service, Legal Ombudsman, LeO
Posted in Legal Ombudsman, News
- Sunday, 12 June 2011
Complaints are a law firm’s best source of market intelligence. I’ve heard this said countless times in recent years, previously by the Legal Complaints Service and its many forebears, and now by the Legal Services Board. “Many lawyers are missing the chance to learn from substantial numbers of consumers who make a complaint,” said LSB chief executive Chris Kenny last week. It may well be true. But hardly any lawyer believes it.
Tags: complaints, complaints-handling, Legal Services Board
Posted in Blog
- Friday, 10 June 2011
More than half of all legal providers are failing to meet requirements to provide clients with clear information on their complaints procedure – according to research from the Legal Services Board – which also shows that almost 70% of complaints against lawyers are upheld.
Tags: complaints, complaints-handling, Legal Ombudsman, Legal Services Board, Legal Services Consumer Panel
Posted in Legal Ombudsman, Legal Services Board, News
Stress, burnout and isolation are prevalent concerns for both chambers members and staff. These initial challenges may serve as precursors for more severe conditions, such as depression and anxiety.
Despite the sector’s efforts over the years to improve accessibility from the bottom up, it’s clear that, sadly, there’s still a lot of work to be done.
May will mark three years since the launch of the whiplash reforms and the Official Injury Claim portal and, for those of us trying to navigate the new world, the transition has been far from smooth.