Dissatisfied clients fail to complain about lawyers

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Jul 18, 2017
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Clients were less confident in complaining about lawyers than they were about supermarkets


Half of clients who were dissatisfied with services from their lawyers last year took no action, figures from the profession’s complaints watchdog revealed today.

The figure was significantly higher than in the previous annual report, rising by 14 per cent, according to the legal ombudsman. Overall confidence in the usefulness of complaining about legal services was also low. Only 44 per cent felt confident that complaining about a lawyer was worthwhile, compared with 70 per cent in relation to supermarkets.

Indeed, people were more confident in their complaints about banks and mobile phone companies than they were about receiving meaningful redress from lawyers.

That scepticism existed despite 65 per cent of respondents being aware that the legal ombudsman offered an independent and free scheme that investigates complaints into poor service from regulated legal or claims management service providers.

“It is disappointing to see that people seem to have more confidence in complaining about poor service in supermarkets, banks and mobile phone companies than legal services,” said Kathryn Stone, the chief legal ombudsman. “Our new strategy has a focus on informing consumers as we want to increase the public’s understanding of how they can exercise their legal rights.”

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