The Solicitors Regulation Authority-commissioned survey of clients (see [2007] Gazette, 6 December, 1) found that 19% of those polled were dissatisfied with the service received. This comes as no surprise. Any experienced litigator will say that there are no winners in litigation, and inevitably one or both parties will be unhappy with the outcome of their case.


Litigation is an emotive experience for the client. They often do not listen or heed the advice given and regularly make decisions based on how they feel at the time rather than what is in their best long-term interests. How easy, therefore, to blame their solicitor when aspirations are dashed.



The Gazette editorial's suggestion to communicate more often with the client is presumably at the profession's expense. To charge the client for numerous telephone calls and emails, most of which have nothing new to say, would only reinforce the client's objection to the bill of costs.



With regard to not knowing where to complain, does not every solicitor (unlike many of our competitors) supply complaints information as part of their client care obligations? How much further is the profession expected to go to solicit complaints against itself?



Incidentally, 40% of the 917 persons surveyed equates to 367 individuals, of whom 19% were dissatisfied; 367 is not a representative sample when compared with the many thousands who have instructed a solicitor within the last five years.



Although the results of the survey are factual, the outcome has little merit and should not be used as evidence of falling standards.



Graham Wood, Crofts, Kettering