Firms urged to be more transparent about their past mistakes in order to better serve customers

By Lee Dixon In Legal News

More information about law firms and solicitors’ past mistakes needs to be made available, according to the Solicitors Regulation Authority (SRA).

Chief Executive of the SRA, Paul Philip said that a “longer term, strategic solution” was required to help consumers choose their solicitor and compare legal service providers.

Furthermore, Philip stated that important information – including practice conditions, enforcement action, claims data and complaints – should be available beyond the legal sector to those he identified as “all data re-publishers”.

He continued:

“People outside the sector would be surprised at how contentious something so commonplace in business, hospitality and professional services is proving for legal service providers.

Making information work for consumers is a big step for the profession, but providing this information, we believe, is fundamental to a well-functioning market and making access to legal services much easier.”

The Law Superstore’s CEO, Matthew Briggs, comments:

“We agree with the SRA that the legal profession is still some way behind many other industries in embracing progress of the kind we have seen in insurance, travel and other markets. The need for more transparency in the market and to facilitate consumers’ shopping around is great, and so we are delighted to have recently brought to market a ready-made solution that we look forward to seeing firms get on board with.

“Our own client rating system does not demand that past mistakes are carried forward. Instead, our website users will be encouraged to rate legal service providers and, in doing so, hold them to account for services purchased through the platform.”

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