Reducing risk through better client communicationEvery solicitor understands the importance of clear client communication, yet misunderstandings remain one of the leading causes of complaints and disputes. Clients may sign engagement letters and terms of business, but...

The Legal Lexi is not just for vulnerable clientsThe Legal Lexi is not just for vulnerable clients. It is for clients. People rarely purchase legal services when life is straightforward. They may be injured, bereaved, separating from a partner, facing financial loss...

How transparent is your firm's approach to legal costs?How transparent is your firm's approach to legal costs? More importantly, can you demonstrate that your clients genuinely understand how their legal fees and success fees are calculated?These important questions...

"We sent the client care letter" is no longer enoughLaw firms are very good at recording that information was sent. A client care letter was issued. Terms and conditions were attached. The client signed the documents. The compliance box was ticked. But did the client...

Informed Consent: Is your client really saying 'Yes'?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...

Model Complaints Resolution ProcedureBetter complaints handling starts before a complaint is made The Legal Ombudsman has launched its Model Complaints Resolution Procedure (MCRP), Legal Ombudsman Model Complaints Resolution Procedure a framework intended to help...

My client has capacity but are they really able to engage?One of the most common misconceptions in legal practice is that a client who has mental capacity needs no additional support. In reality, capacity and vulnerability are not the same thing. The Mental Capacity...

Why client understanding is the missing piece in risk managementMost law firms have robust processes for issuing engagement letters, terms of business and client care information. However, there remains an important question that every solicitor should ask: did the...

Why informed consent is becoming increasingly important for law firms Clients today expect more than legal expertise; they expect clarity, transparency, and confidence in the decisions they make. As legal services become more complex, ensuring that clients truly...

Why technology has a vital role to play in client careTechnology has transformed almost every aspect of legal practice, from case management systems to digital onboarding and electronic signatures. Yet one of the most important areas of client care: ensuring that...