How to get the best out of your solicitor (or how to be a good client!)

One of my areas of specialisation is professional negligence claims against solicitors.

There is often a fine line between being able to show negligence within the legal definition required by the courts (failing to act as a reasonably competent solicitor would act) and old-fashioned poor service.

Acting as a reasonably competent solicitor is a surprisingly low bar. Your solicitor broadly would have to make an error which no reasonable member of the profession, in the circumstances, would have made to get over that bar.

I am often left advising clients that they do not have a case for professional negligence but instead should take their case to the Legal Ombudsman Service https://www.legalombudsman.org.uk/ which resolves service-related complaints about solicitors, often involving costs, delay or poor information.

I am also often left thinking that if the client had been more aware of how to handle the solicitor, the poor service would not have had an opportunity to occur.

So if I was a client of a law firm, what would I do to make the experience a happy one?

Here are my top tips:

• Choose your solicitor well.
  • With the exception of conveyancing which sometimes does benefit from local knowledge, there is very rarely a reason why you need a local solicitor, especially with the rapid advances in technology seen since the Covid-19 pandemic.
  • Personal recommendations are valuable, but don’t dismiss online reviews. Assess them objectively, considering the overall pattern, not outliers. Gather input from multiple trusted sources for a balanced perspective.
  • Check if your solicitor is an expert by looking at the market leading trade directories, Chambers & Partners https://chambers.com/ and The Legal 500 https://www.legal500.com/
  • Check the firm’s website. Is the expertise you require mentioned in the blurb? Do they have real client testimonials on their profile pages?
• Insist on a precise cost estimate in writing, and be clear about what this covers and what extra steps might be required, which will incur an additional fee.
• If an invoice exceeds expected limits, politely insist on an itemised breakdown.
• Let your solicitor know how you’d prefer to be contacted – email, WhatsApp, or mobile?
• Discuss with your solicitor whether you’d like to be updated when ‘nothing is happening’. A common concern is feeling out of the loop. While there are often good reasons for a quiet period, would you prefer regular updates at an additional cost, or are you happy waiting for progress reports?
• If your solicitor needs a document or information by a specific date, diarise it and promptly provide what they need to avoid incurring extra fees from follow-ups.
• Rather than sending multiple emails in a day, gather your thoughts into one comprehensive email.
• Collate relevant documents and, if possible, prepare a timeline of events to help your solicitor.
• Carefully read through any draft documents your solicitor prepares.
• Try to avoid last-minute instructions, giving your solicitor ample time.
• If you think your solicitor has made a mistake or you’re awaiting an update, don’t hesitate to challenge or follow up with them politely.

One thing to keep in mind is that high-quality legal services require experienced professionals who have honed their expertise over many years.

While this level of skill and knowledge doesn’t come for bargain prices, you’re making an investment in having your matters handled with utmost care and competence.

Just like with any premium product or service, you can expect to pay fair market rates for solicitors who have distinguished themselves through their stellar track records and commitment to delivering outstanding results for their clients.

But in the end, you’ll have the peace of mind that comes from working with true legal experts who are dedicated to protecting your best interests.

• https://parissmith.co.uk/

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