LeO advice on customer care

A report published by the Legal Ombudsman states that up to a quarter of its 90,000 annual complaints relate to costs, where a client has felt overcharged, confused or been surprised at the charges presented by their lawyer. He urged firms and lawyers to drop any reluctance to recognise that clients are also customers. ‘The notion of “customer” turns the traditional relationship between lawyer and client on its head,’ said Sampson.