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After a brief hiatus last year, we’re back with our sixth annual survey of lawyers working in the personal injury and clinical negligence sector.

With nine in every 10 claimants still seeking representation to help them navigate the OIC portal – supposedly designed so they wouldn’t need help – it doesn’t seem to have been a success.

Many readers may yearn for those days, when they just had to concentrate on their legal work, but customer service and maintaining your online reputation are now vital elements of modern legal practice. This links closely to the transparency agenda pushed by the Competition and Markets Authority and Legal Services Board, and First4Lawyers’ brand new 2021 industry white paper takes a close look at the progress law firms have made in developing consumer-friendly cultures and highlights the gaps that need more work.

Just 18% of claimant personal injury solicitors say their firm has settled on a strategy to deal with next April’s whiplash reforms, a survey by First4Lawyers, the UK’s largest independent legal marketing collective, has found.

68% of solicitors imagine that consumers shop around before making a final choice, yet only a quarter of PI clients said they actually did.