At the Birmingham Trainee Solicitors’ Society meeting last night, one of my fellow speakers was the Deputy Legal Ombudsman, Gary Garland. He reminded everyone of the importance of telling your client what to expect, in plain language not legalese, and of ensuring that they understand.
He also reminded us of the recent Howard Young case. Young had a complaint against him, but steadfastly refused to deal with any requests from the Legal Ombudsman. Eventually, he was brought before the High Court for contempt, and fined £5,000 with £15,500 costs. He could, of course, have been imprisoned. How employable does this now make him?
So do take the Ombudsman seriously, and if possible sort out client complaints before they get that far.