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Sorry David Abbot, there is absolutely nothing insightful about this.

When I suggested that clients may not GAS about the complaints procedure, I was not being derogatory. I merely meant that they may not know or care about how to complain because they felt no need to.

I've read the underlying report and it is not clear how the survey was conducted.

Let's say, for example, they just stopped someone in the street and asked "have you ever used a lawyer?", the participant replies "yes", then they ask "do you know how to complaint about them?". That would be entirely useless (what if it was 10 years ago?).

We explain the complaints procedure in our client care letter and on our website. What more would you like us to do?

Surely most people instructing a solicitor would get worried if the solicitor kept reminding them that they could complain.

This announcement is very poorly presented. It gives the impression that half of people who have used lawyers had complaints (and that we are conniving to stop them making them).

Don't forget, the same survey found that 87% of participants were satisfied with the service they had received.

Anyway, there's nothing brave about spurning this announcement. Our business is doing just fine with referrals, returning clients, rankings, online reviews, word of mouth etc.

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