In the Media

Treat clients as customers or you?re doomed, says Ombudsman

PUBLISHED March 6, 2012

Law firms will not survive if they continue to resist consumer demands for fairer pricing, the Legal Ombudsman has warned. A report published today states that up to a quarter of the 90,000 annual complaints relate to costs, where a client has felt overcharged, confused or been surprised at the charges presented by their lawyer.

Chief ombudsman Adam Sampson (pictured) believes the majority of complaints he sees could, and should, have been avoided. He urged firms and lawyers to drop any reluctance to recognise that clients are also customers.

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