In anticipation of the Legal Ombudsman’s annual report, we have taken a deeper dive into why the number of direct legal complaints received rose by 6.4% between April 2022 and March 2023.
Witan Solicitors sent a Freedom of Information (FOI) request to the Legal Ombudsman, asking for information on the most common types of complaints received to get a clearer understanding of the issue at hand and what to expect this year. The request revealed that the most common complaints relate to legal service providers failing to keep clients informed (5,307 complaints) or respond to clients or other parties involved in a legal matter within a reasonable time frame (5,067 complaints).
In response to the findings, Qarrar Somji, Director and Solicitor-Advocate at Witan told Law360: “It is essential for professionals within the industry to understand the potential repercussions of their actions to mitigate the risk of future increases in complaints.
“In severe cases of professional misconduct or negligence, the legal service provider could face disciplinary action from a regulatory body, such as the Solicitors Regulation Authority or the Bar Standards Board.”
Additionally, the request revealed that 4,680 complaints related to poor handling of complaints by service providers before contacting the Legal Ombudsman.
Qarrar said: “Effectively managing complaints is crucial for maintaining public trust in the solicitors' profession. According to Paragraph 8.5 of the Solicitors Regulation Authority Code of Conduct for Solicitors, complaints must be handled promptly, fairly and without charge.
“Ignoring seemingly minor complaints is ill-advised, as complainants may escalate the issue or spread dissatisfaction, harming a firm's reputation. Mishandling a complaint could be viewed as a failure to provide fair and reasonable service, regardless of its initial validity.”
Unfortunately, legal service providers will inevitably face complaints from clients at some point. That is why it is important to take a proactive approach.
Qarrar advises lawyers to follow the Legal Ombudsman's Best Practice Complaint Handling guide to prevent clients from escalating matters.
“Embracing best practices in complaint handling is not merely a matter of obligation but an opportunity to cultivate positive client relationships and uphold the standards of excellence expected in the legal field,” he concluded
For further insights, read Qarrar’s full legal analysis here.
