Client care
Client or customer? We need a new label, says Mayson
Client, consumer or customer – no single label can describe the relationship that now exists between people and their legal services providers, Professor Stephen Mayson has argued – having previously thought that it was a distinction without a difference.
BLP launches Streamline “process improvement” service
City law firm Berwin Leighton Paisner has launched Streamline, a “process improvement service” designed to cope with the legal challenges of big construction projects and complex or high-volume commercial litigation.
Law firm wins injunction against former client over online harassment
A law firm has won an injunction against a former client who set up websites about the firm with its name in the URL, after the High Court deemed his actions to be harassment. The injunction also covered Rick Kordowski, who ran the infamous SolicitorsFromHell.co.uk website.
Don’t exploit clients’ lack of knowledge about wills, SRA tells solicitors
Solicitors must not exploit clients’ lack of knowledge about wills for their own advantage, the SRA has warned. In a newly issued guidance note, the regulator said clients should not be led to believe that appointing a solicitor as executor was “essential or indeed the norm”.
Are small claims becoming a new law firm battleground?
Law firms are starting to see the opportunities in small claims after Liverpool firm Morecrofts launched a flat-fee service, allied with unbundled pieces of advice, to aid potential claimants.
QS steals march on “shortsighted” law firms by offering fixed-fee small claims service
QualitySolicitors has teamed up with a mediation provider to offer a fixed-fee legal solution for the type of small claims disputes that it said most “shortsighted” law firms will not touch. It said law firms were missing out on potential clients of the future.
Litigants right to fear high legal costs, says government research
The fears of litigants about the high cost of legal representation were borne out by their experience, government-commissioned research has found.
High Court rejects barrister’s challenge to LeO finding of poor complaint handling
A barrister has failed in his judicial review of a decision of the Legal Ombudsman (LeO) that he did not deal with a complaint properly. LeO has welcomed the ruling for setting the bar high when challenging its decisions.
Ombudsman gives lawyers economic incentive to improve complaints handling: increased profits
The Legal Ombudsman today appealed to solicitors’ bottom line to persuade them to take complaints more seriously, saying that law firms and other providers could increase their profits by up to 3% if they do.
LeO fights off first JR as it warns over dangers of ‘no win, no fee’
The Legal Ombudsman (LeO) has fought off the first judicial review to reach court, brought by a former solicitor unhappy that it had ordered his bill to be slashed. The case, involving a CFA, comes as LeO issues a report outlining problems caused by ‘no win, no fee’ deals.
Blog
Five key issues to consider when adopting an AI-based legal tech
As generative AI starts to play a bigger role in our working lives, there are some key issues that your law firm needs to consider when adopting an AI-based legal tech.
Bulk litigation – not always working in consumers interests
For consumers to get the benefit, bulk litigation needs to be done well, and we are increasingly concerned that there are significant problems in some areas of this market.
ABSs, cost and audits – fixing regulation after Axiom Ince
A feature of law firm collapses and frauds has sometimes been the over-concentration of power in outdated and overburdened systems of control.
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