Nearly a third of the complaints filed with the Legal Ombudsman (LeO) relate to residential transfer issues, such as delays. Jason Chapman, from LeO, describes a real case and explains how complaints can be avoided, saving significant time and costs. As the housing market has plummeted, so has the transfer market, which was previously, by some margin, the most common cause of complaints. The cuts in legal aid, which are now starting to take a toll, and the simple reduction of the money available to pay for divorce and family law also reduce legal transactions and, therefore, the complaints.
And, as recent YouGov research commissioned by the Legal Ombudsman's Consumer Panel and the Legal Services Board shows, that threat is one of the main reasons why attorneys have been so slow to adapt their practice to modern client demands. Crucially, the plan put an end to the unedifying spectacle of lawyers judging complaints against lawyers. Ultimately, however, attorneys have an obligation to handle complaints properly on their own and to let clients know if they are unable to resolve the issue. We've even had lawyers charge clients for the privilege of responding to complaints about overcharges.
LeO urges lawyers and their regulators to view complaints as opportunities improve, highlighting the key elements of good service and complaint management that apply across the profession. Now that big brands are about to enter the legal market, now is not the time for lawyers to retract old behavior.
