Audio Coursesby JellypodLesson 02 of 15
Overview
Paul Crowther 2: Welcome back to The Legal Compliance Pod, everyone. First a reminder that the content of this podcast is for general information purposes only and does not constitute legal advice. So Buckle up. Because. Here. We. Go.
Andre Grayson: Hi All, I’m Andre and I’m joined by Paul. Today, we’re diving into the SRA’s latest consultation on complaints transparency—what’s changing, why it matters, and, well, what it actually means for law firms and clients.
Paul Crowther 2: Yeah, hi Andre. This one’s definitely got the profession talking. Everyone should know by now that you need to make your complaints procedure easy to find on your website—not buried in a PDF or hidden in size six font at the bottom of the page, but properly visible. And that makes sense. But now the SRA is basically saying you also need to inform clients about how to complain at the end of every matter.
Andre Grayson: Exactly. To be honest, Paul, it was concerning to see that the SRA’s research found only 68% of firms are publishing their complaints procedures online, even though it’s been a requirement for a long time. And even when they do, it’s often hard to find. So, the new rules push for “clear, accessible, and prominent” information—think homepage links, not hidden three clicks deep.
Paul Crowther 2: That makes sense to me. I fully support it.
Andre Grayson: Me too. And remember, if you don’t have a website, you still need to make the information available upon request. There’s no hiding behind the “I’m a small firm, I don’t do digital” excuse. The SRA is holding everyone accountable.
Paul Crowther 2: Right. But I get why some firms are frustrated. I worked recently with a small high street firm—lovely people, but their website looked straight out of 2005. They thought having a PDF somewhere on the site was sufficient. But when we tested it, even I couldn’t find it easily. And their clients? Forget it. We had to guide them on making it more visible. It was a bit of a learning curve, but once they saw it from the client’s perspective, it clicked.
Andre Grayson: That’s the key. The SRA understands that clients don’t always remember what you tell them at the start. They need reminders at key points—when they’re unhappy, when the matter concludes, or when they ask. The aim is to make complaining easier. But of course, this is one more thing for firms to manage, especially smaller ones.
Paul Crowther 2: And there’s the challenge: balancing genuine transparency with the realities of running a busy practice. This isn’t just about ticking boxes. It’s about building trust. If clients know how to raise concerns, they’re more likely to feel confident in the service, even if they never actually complain.
Andre Grayson: Unless, of course, it feels like you’re expecting them to complain, which I think you want to talk about. But yes, the goal is trust, not suspicion.
Paul Crowther 2: I do want to talk about the business realities of this, but first let’s talk about how the profession is reacting. The comments on the Law Gazette article were... intense to say the least. There’s a lot of frustration. Some solicitors are saying, “Satisfaction rates are up. They are at 87% this year , from 85% last year so "why" are we being told to encourage complaints?” Others feel it’s regulatory overreach—more red tape to deal with.
Andre Grayson: Yes, I saw that. There’s real concern that constantly reminding clients how to complain could make them start looking for issues that wouldn’t have bothered them otherwise. Some fear it might even harm client relationships: “Why are you telling me this again? Did something go wrong?”
Paul Crowther 2: On the other hand, being open about complaints can help identify trends and improve service. But—and it’s a big but—if the guidance isn’t clear or if the rules feel like a formality, it just creates confusion and resentment.
Andre Grayson: Absolutely. And let’s not ignore the concerns about the SRA’s own performance. Some blunt feedback out there suggests the regulator should focus on fixing its own complaints process before lecturing others.
Paul Crowther 2: There’s also the issue of regulatory burden. For small firms, every new rule adds pressure. If you don’t even have a website, you still have to comply. You can see why some feel the SRA might be out of touch with day-to-day realities.
Andre Grayson: Still, done right, more transparency can enhance a firm’s reputation. Being open about complaints and handling them well builds trust. It just needs to be clear, practical, and genuinely helpful for both clients and firms.
Paul Crowther 2: You’re right, Andre. That’s where guidance is crucial. If the SRA provides practical templates and real examples, it could make life easier. But if it’s just more jargon and paperwork, we’ll be back here in a year talking about complaints about the complaints process.
Andre Grayson: So Paul, what do you think about this proposal from a business perspective?
Paul Crowther 2: Honestly, I’m sceptical. It feels like a sales prevention strategy. I think my old tutors at Warwick Business School would be pulling their hair out.
Andre Grayson: Ah yes, your MBA from Warwick—one of the top-ranked business schools globally. Well that's what you keep telling me.
Paul Crowther 2: I’ll ignore that jibe! But to continue: client feedback is invaluable, and it’s great to encourage clients to reflect on your service. But you want them to think about the positives, not just focus on negatives. This proposal feels like it was crafted by well-meaning compliance professionals who might not fully appreciate business realities.
Andre Grayson: Can solicitors still influence what happens?
Paul Crowther 2: They sure can. The link to the SRA consultation is in the show notes. Responses are due by 25th July, so time is short. Let’s be honest—the SRA probably won’t scrap the idea entirely. But if enough of us say it should be about asking for “feedback” rather than explicitly inviting complaints, that could be a meaningful improvement.
Andre Grayson: That’s great advice, Paul. And on that point that’s all we have time for today. So from both of us: stay safe, stay compliant, respond to the consultation by the 25th July and we’ll catch you next time!
