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Many readers may yearn for those days, when they just had to concentrate on their legal work, but customer service and maintaining your online reputation are now vital elements of modern legal practice. This links closely to the transparency agenda pushed by the Competition and Markets Authority and Legal Services Board, and First4Lawyers’ brand new 2021 industry white paper takes a close look at the progress law firms have made in developing consumer-friendly cultures and highlights the gaps that need more work.

Just 18% of claimant personal injury solicitors say their firm has settled on a strategy to deal with next April’s whiplash reforms, a survey by First4Lawyers, the UK’s largest independent legal marketing collective, has found.

68% of solicitors imagine that consumers shop around before making a final choice, yet only a quarter of PI clients said they actually did.

Across the pond this week came news that two American insurers were planning to give back around $800m to customers on their car insurance premiums.

First4Lawyers, the UK’s largest independent legal marketing collective, has welcomed back Nick Delaney to lead its business development team. Nick will reprise his role as head of business development and sit on the senior management team. He will be focused on supporting panel law firms and maintaining First4Lawyers’ success and sustained growth.