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I’m sorry folks but in relation to complaints-and indeed client care-we really do have to change our attitudes.
Clients do not care about our qualifications nor how clever we are nor how well researched or well prepared the case might be-that is expected.
What they care about is the result and the cost and time taken. Those 3 issues must be addressed at the start, at every defined stage and at the end.
It is also useful to review a complaint from the client’s point of view. Have we done what we said we’d do when we said we’d do it for the price we said we’d charge and in the timescale we set.
I accept there are some who would complain anyway because they believe that we will cave in and reduce the reasonable fee. The point is that the LeO, despite suggesting it is independent and neither client nor professional supporting, will accept that any client who has experienced an unexpected event as the case progresses will suffer distress as a result and therefore will have a justifiable complaint and so a discount or rebate of at least £400 will usually mean there’s a favourable finding for the professional.
Upon review of complaints Solicitors should consider if there are any identifiable consistent aspects eg the fee-earner, type of matter or type of client. We have found First Time Buyers get very anxious so we have developed information leaflets and a video and ways of dealing specifically with them to improve their understanding of the reality of house-buying.

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