A new report focusing on the most common complaints made to the Ombudsman about legal services has pinpointed communication as the primary area of client dissatisfaction. The findings, which may not surprise many within the legal and property sectors, underscore the challenges lawyers face in managing client expectations, particularly during protracted property transactions.
The report suggests that clients often feel left in the dark when there is no significant progress on their case. While the intuitive solution might seem to be providing updates even when nothing new has occurred, the reality for legal professionals is more complex. Lawyers often find that informing a client that no work has been done for a period can lead to further frustration, rather than alleviating it. This creates a difficult balancing act for conveyancers and other legal practitioners.
The dilemma is further exacerbated by the nature of client expectations. While surveys indicate that clients prefer to hear something rather than nothing, anecdotal evidence from legal firms suggests that receiving an update stating 'no change' can still lead to disappointment or prompt further queries. This can result in increased pressure on lawyers to provide progress where none exists, or to chase third parties more aggressively, even if it's not feasible.
Moreover, the report touches upon the issue of lawyers avoiding informing clients about planned absences, such as holidays. While transparency might seem beneficial, the fear of causing panic or increasing pressure on case progression often leads lawyers to keep such information private, inadvertently leading to client complaints when the absence is discovered or impacts communication. This highlights a disconnect between client expectations and the practicalities of legal work.
For UK households and businesses engaged in property transactions, this report sheds light on a pervasive issue that can add to the stress of an already significant financial undertaking. Delays and a perceived lack of communication can lead to heightened anxiety, potentially impacting financial planning and the overall experience of buying or selling property. Understanding these communication challenges can help clients manage their expectations and engage more effectively with their legal representatives.