The statistical data shows:
- Of 605 complaints, 587 related to solicitors and 18 related to barristers,
- A total of 346 complaints (57%) alleged misconduct, with 213 (35%) of complaints about alleged inadequate legal services, and a further 46 (8%) related to alleged excessive costs (overcharging),
- A total of 169 of complaints received during the period were closed, with 96 of these deemed inadmissible, and 23 withdrawn. A total of 436 complaints remain under investigation,
- A total of 50 closed complaints were resolved informally with the assistance of LSRA’s complaints staff during what is known as the pre-admissibility stage – that is, before the LSRA makes a determination that a complaint is admissible,
- The Complaints and Resolutions Unit received a total of 1,271 phone calls and emails during the six-month period, requesting information and/or complaint forms,
- Among the areas of legal services complained about were wills and probate, litigation, conveyancing, and family law,
- The number of complaints received in this reporting period is slightly lower than in the first five months of operation, when the LSRA received a total of 636 complaints, of which 342 related to alleged misconduct, 238 were about inadequate services, and 56 related to excessive costs.
Volume
LSRA chief executive Dr Brian Doherty said: “We have handled roughly the same volume of queries and complaints in the six months covered by this report as we did in our initial period.
“This is despite not having access to our offices, and with all complaints staff working remotely due to necessary restrictions introduced in response to the COVID-19 pandemic. It is heartening to see that consumers of legal services have continued to engage with us, raise issues and queries, and submit complaints.
“Where possible and appropriate, we make every effort to resolve complaints informally with legal practitioners and clients. Today’s report shows an encouraging number of complaints being resolved at an early stage.
Poor communication
“This is due, primarily, to the efforts of legal practitioners to engage with the new complaints system, reflect on the complaints made, and attempt to repair and mend their relationships with their clients. This is both encouraging and to be encouraged.”
Dr Doherty highlighted the fact that poor communication between legal practitioners and clients is a key feature of most complaints received
“Complainants continually raise the issue that they were not adequately informed by their legal practitioner as to the cost and time, or the risks involved in taking or defending legal proceedings.
"Probate and wills continue to attract complaints from dissatisfied executors and beneficiaries, and we have received further complaints in relation to the non-payment of barristers’ fees by solicitors,” he added.
Themes
Today’s report highlights emerging themes in complaints, and identifies areas where it may be possible to learn lessons and to raise standards.
The report also includes anonymised case studies, which are aimed at helping both consumers and legal-service providers learn from the LSRA’s examination of individual complaints.