In recent times, the dynamics of the UK’s legal sector have changed considerably. At one end, they all seem to uplift the level of services and value for client, whereas, at the other end, they present new challenges for corporate law firms in London. Let’s take a look at them.
Service levels
According to the Report, the most general complaints reported were associated with delays, deficiency of competence and neglect which were made direct to law firms (called as first tier complaints).
Conveyancing work invited the majority of complaints reported to the SRA and the Legal Ombudsman2 and grievances to the Legal Ombudsman in consideration to improper communication and delay have increased.
Why is this concern?
The level of service expected of solicitors is extremely high. In addition, SRA Principle 5 mentions that you must enablean appropriate standard of service to your clients.
Important actions
- Guarantee that your client care detail is concrete and concise, with major areas highlighted and the firm’s complaints procedure clearly accessible
- Deal with your client’s expectations about their choices and keep them aware of progress
- Agree the services and the costs from the onset and uphold clients knowledgeable on operating costs
- Make sure that you can determine susceptible clients and provide required information and support suitable to their needs
- Complaints must be handled promptly, justly, amenably and effectively.
Data security
Corporate Law firms in London manage huge amounts of client and sensitive data which is striking to cyber criminals. Should this information bring into the improper hands it can be detrimental to both your clients’ interests and your firm’s reputation. Data breaches can come out in various ways and cyber crime is a general cause for such breaches, but it is necessary to recall written and verbal communications also pose a risk. A report on data security accidenttrends from the Information Commissioner’s Office (ICO) reveals that for all domains for the first quarter of 2018 they got 284 reports of data being sent to the wrong person by email, post or fax.
Cyber security
A related theme is the disturbing rise in cyber security risk across the legal sector. The legal occupation is striking to criminals as law firms carry vast amounts of client money and personal data at any one time, both of which are clearly valued assets to cyber criminals and law firms in London.
Key Actions
- Execute policies and procedures that need to be dealt with
- How and when crucial information should be carried out of the office
- Determine clear reporting policies so employees know who to report such issues to
- With the surge of nimble working, make sure that you have released and communicated a Working from Home Policy that also includes the management of sensitive documents
- Ensure all members of staff are properly trained to be animated to the risks from cybercrime and scams
- A procedure for dealing with lost or stolen documents, laptops and smartphones. This preferably should be set out within your firm’s Business Continuity Plan
- Run a Clear Desk Policy
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