‘Cost’ was the single most common cause of complaints from clients about their lawyers, according to a new report published Legal Ombudsman. It found that in ‘20% to 25%’ of all its investigations consumers felt they had been ‘over-charged, confused, or surprised’ at the costs.
The legal ombudsman Adam Sampson warned lawyers that they ‘must learn the value of clearer pricing information and good customer service or risk falling behind more marketing led companies in the long run’. The report (Costs and customer service in a changing legal services market) featured case studies of unhappy clients who came to the Ombudsman.
‘Too many disputes with lawyers are due to “bill shock” but people can prevent nasty surprises in their final bill by asking the right questions,’ said Louise Hanson, from the consumer group Which?.
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