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Make Customer Service a Priority, Especially for Vulnerable People

The Solicitors Regulation Authority (SRA) is calling on solicitors and firms to raise the bar in customer service in order to help and to protect vulnerable people.

In its Risk Outlook report launched recently, SRA advises that vulnerable people have a greater need to be protected from poor service, and says they need more support when it comes to getting redress if things go wrong.

The report indicates that vulnerable people are:

  • less likely to complain to the solicitor or firm;
  • less likely to complain to the Legal Ombudsman or the SRA; and
  • not always able to judge the quality of service until it is too late.

A vulnerable person could be someone with a disability; someone with limited ability to judge the quality of legal advice; someone in a stressful situation; or someone having experienced a trauma or personal tragedy.

[Courtesy: SRA update]