Informed Consent: Is your client really saying ‘Yes’?
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What does informed consent actually look like in legal practice?
More importantly, how can firms demonstrate that clients truly understand the costs, risks and terms of engagement rather than simply signing a document?
These were the central questions explored in a thought-provoking roundtable hosted by The Legal Lexi® in May 2026, featuring Victoria Morrison Hughes, creator of The Legal Lexi®, alongside Mark Carlisle of CheckMyLegal Fees, Simon Williams from the Legal Ombudsman, and Neil Rose, founder of Legal Futures. Drawing on expertise from litigation, regulation and legal journalism, the panel examined why informed consent has become one of the profession’s most pressing issues.
A recurring theme throughout the discussion was the gap between obtaining a client’s signature and achieving genuine understanding. The panel highlighted how clients often engage solicitors during stressful or traumatic periods of their lives, meaning they are focused on solving their legal problem rather than scrutinising lengthy terms of business. As Mark Carlisle observed, many clients assume the documentation is standard and fair , only to discover later that important contractual terms were anything but standard and were never fully understood.
The discussion also explored the imbalance between lawyers and clients. While solicitors are expert record keepers, clients frequently struggle to demonstrate that explanations were inadequate, particularly when faced with extensive documentation. Simon Williams explained that many complaints reaching the Legal Ombudsman® centre on clients saying, “I wasn’t told that,” highlighting the importance of clear communication from the outset and throughout the retainer.
Importantly, the panel agreed that good communication benefits everyone. Clients who understand costs and key terms are more confident, more trusting and significantly less likely to raise complaints. The challenge is finding practical ways to evidence that understanding in an increasingly digital world, where many people instinctively scroll to the bottom of online terms and click “Accept.”
That is precisely where The Legal Lexi® aims to make a difference. Designed to move beyond simple document delivery, the platform helps firms demonstrate client understanding, evidence informed consent and identify vulnerable clients before issues become complaints or disputes.
Now that The Legal Ombudsman has released their Model Complaints Resolution Procedure (“MCRP”) the benefits of The Legal Lexi® are even more apparent as the MCRP encourages Solicitors when dealing with complaints to be able to provide evidence. The contemporaneous report that The Legal Lexi® generates clearly demonstrates how the client read the letter, and captures their understanding of key elements thereof.
If your firm is committed to improving transparency, strengthening client relationships and reducing risk, this roundtable is well worth watching. It offers valuable insights from leading voices across the legal sector and provides a compelling case for rethinking how informed consent is achieved.
To see how The Legal Lexi® can help your firm evidence understanding – not just signatures – watch the full discussion and request a personalised demonstration today.
View the discussion here and book your demonstration by emailing info@thelegallexi.co.uk
Still unsure?
Schedule a live demo via Teams and see in less than 30 minutes how The Legal Lexi can easily fit into your firm’s workflows to give you confidence that you have your clients’ informed consent and protect your entitlement to costs.
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