Communicating problems with Your Solicitor
When dealing with a legal claim, especially after an accident, it can often feel like solicitors speak entirely different languages. The legal world is filled with complex jargon that can be confusing and overwhelming for someone unfamiliar with the system.
This makes it hard to understand what’s happening and can be frustrating. Understanding this difference in perspective can help bridge the gap, making the process smoother and less stressful for everyone involved. That’s why I’ve created this helpful guide to enable you to communicate openly with your Solicitor.
| The Issue | Your perspective | Your Solicitor’s Perspective | What can you do about it? |
| My Solicitor doesn’t communicate enough with me. | When you’re going through a personal injury claim, the process can feel overwhelming, and not hearing from your Solicitor regularly can add to that stress.
You might feel left in the dark, wondering what’s happening with your case or if your Solicitor is even working on it. |
Your Solicitor has to follow very stringent timelines that can often cause delays. For example, they may send an email to the other side but not receive a response to this email for 21 days.
They may not be communicating with you because no update has happened. However, this doesn’t mean they’re not working on your case. Click here to learn more about the timeline of an RTA claim. |
Send your Solicitor an email and ask him to arrange a date for him to update you. A reasonable time frame may be a brief email update every 8 weeks.
Ask your Solicitor to update you, even if it’s to say, “There is no update from the other side”. Alternatively, when you speak to your Solicitor, ask if it’s okay for you to contact them every 8 weeks for an update instead. Add it to your calendar. This will help you ‘put it in a mental box’ and focus on your recovery. |
| My Solicitor is too slow. I want my claim to progress faster. | Waiting for your personal injury claim to move forward can be incredibly frustrating, especially if you’re dealing with financial pressures or ongoing medical issues. It’s natural to want things to move quickly so you can receive compensation and move on with your life.
When progress seems slow, it can feel like your Solicitor isn’t prioritising your case or that nothing is happening behind the scenes, leaving you anxious and impatient. |
While it may seem like your claim is moving slowly, solicitors often face many external factors beyond their control, such as waiting for medical reports, gathering evidence, or negotiating with insurers.
The legal process also involves set timelines and court schedules, which can cause delays. Your Solicitor’s goal is to secure the best possible outcome, and sometimes, that means being patient in gathering all the necessary information or negotiating a fair settlement rather than rushing through the process and risking a lower payout. Once you settle a claim, you agree not to sue the other side for the same accident. That’s why waiting a long time is important to see if any further injuries appear. |
Send your Solicitor an email to explain that you are feeling anxious. Ask for an explanation of the next steps in your claim to help manage your expectations of how long the claim will take. |
| I don’t understand what my Solicitor is saying. His language is too complex. | When legal terms and jargon are used, it can be overwhelming and confusing for someone without a legal background. | Solicitors often use legal terminology to ensure precision and accuracy in their communications. The Solicitor focuses on providing detailed and accurate information, which may sometimes come across as complex.
A change in a single word can make all the difference in court. Solicitors become so used to speaking in a certain way that they often forget to turn this skill off. |
Request more straightforward explanations or ask for clarification on specific terms or processes.
You should feel comfortable asking their Solicitor to break down complex information into more digestible language. |
| I don’t feel heard by my Solicitor. | When you feel that your concerns and questions are not being addressed, you can experience frustration and a sense of being undervalued. | Solicitors may focus on the legal aspects and possibly overlook the personal side of your experience. | Email your Solicitor, clearly express your concerns, and request a more engaging dialogue. |
| I feel like my Solicitor isn’t pushing for a fair settlement. | It can be very frustrating if you feel that your Solicitor isn’t aggressively pursuing a fair settlement. You might worry that your case isn’t being prioritised, or you won’t receive the compensation you deserve. | Solicitors may focus on negotiating reasonable and achievable settlements based on the evidence and legal precedents.
They might choose to avoid prolonged disputes to prevent the risk of a lower outcome or further complications. The Solicitor’s approach could be to balance a fair resolution with practical considerations rather than pushing for an aggressive stance. |
Ask your Solicitor why the claim is valued at the amount it has been. What have other similar cases been valued at?
Alternatively, many other firms offer a free second opinion. If you feel like your Solicitor isn’t able to achieve the desired results, you can always approach another firm to ask if they think it’s fair. |
| I am unhappy about hidden fees and costs from my Solicitor. | Unexpected fees or sudden expenses can be a significant source of stress, especially when they are not clearly explained. | Solicitors might charge variable fees depending on the case’s complexity, and some expenses may arise as the case progresses. | Request a detailed breakdown of all potential costs and circumstances that might lead to additional expenses. They should seek clarity on how these costs are calculated and ask for transparency throughout the process. |
| I feel like my Solicitor avoids talking to me. I always get handed off to other staff. | When you’re frequently passed off to paralegals or assistants instead of speaking directly with your Solicitor, it can feel like your case isn’t receiving the attention it deserves. | Solicitors don’t work alone. They often have a whole team, including paralegals and assistants, to handle various tasks and manage case workloads efficiently. | Ask for clarification on who will handle different aspects of their case and how often they can expect to hear from the Solicitor directly. |
| My Solicitor won’t tell me how much my claim is worth | Without an estimate or understanding of your claim’s worth, you might feel left in the dark about your financial prospects and the overall progress of your case. | Estimating a claim’s worth can be challenging, as it depends on various factors, including evidence, legal precedents, and negotiations. Solicitors might prefer to wait until more details are available or until they can make a more accurate assessment. | Request a clear and honest discussion about the potential value of your claim. Ask for a detailed explanation of how the value is determined and what factors could influence the final amount.
Try to be mindful that it simply may not be possible for your Solicitor to give you a value at this point in time. There may not be enough evidence, and claims can often be unpredictable. |
Example emails
Requesting more frequent updates
Hey [Solicitor Name], I hope this email finds you well. Is it possible for you to diarise to update me with a brief email every eight weeks? Even if the update were to say there is still no update from the other side, it would help reassure me that my claim is still being worked on, even when the other side is slow.
Requesting an update about a slow case
Hey [Solicior Name], I hope this email finds you well. I wanted to check in regarding my claim, as I’m feeling a bit anxious about how things are progressing. I understand that these processes can take time, but I’d like some assurances on what kind of timeframe I can expect over the next 12 months. Do you expect there will be any delays or reasons that could make my claim move slower than expected? I’d be grateful for some clarification so I can manage my expectations. Knowing the timeline and any upcoming tasks on my case would help put my mind at ease.
Asking for simpler language
Dear [Solicitor’s Name], I hope you’re well. I’ve read the documents/e-mail you sent over. Some legal terms and explanations are a bit complex, and I don’t understand them. Are you able to give me a more simplified version, or is there someone who is able to call me to explain the documents over the phone? A more straightforward description would be incredibly helpful.
Communicating that you don’t feel heard
Dear [Solicitor’s Name], I hope you’re well. I wanted to reach out because I feel that some of my concerns and questions regarding my case may not have been fully addressed. It’s important to me that I feel heard and involved throughout this process. [Write a bit more about what it is you want to know or explain where you don’t feel heard]
Communicating your thoughts regarding your settlement
Dear [Solicitor’s Name], I hope this message finds you well. I wanted to discuss my concerns regarding the compensation amount for my case. I’m worried about whether the compensation will fully reflect my needs and losses. Could we talk about how you valued the claim and discuss any additional actions that could be taken to strengthen my position?
Asking for a financial breakdown
Dear [Solicitor’s Name], I hope you’re well. I’ve recently noticed some unexpected fees that were not clearly explained at the start of my case. This has caused me some financial stress. I would appreciate it if you could explain these a bit more clearly. Can you give me a breakdown of the fees and the reason for the charge? Understanding this will help me manage my finances better and ensure no surprises are moving forward.
Asking for clarification on who will be contacting you
Dear [Solicitor’s Name], I hope you’re doing well. I’ve noticed that I’m often speaking with paralegals or assistants rather than having direct contact with you. Would you be able to clarify if and how often I will be speaking with you directly? This would greatly help in ensuring that I am fully aware of and comfortable with the developments in my case.
Asking for a rough estimate of your claim
Dear [Solicitor’s Name], I understand that precise figures can be difficult to provide early on, but I would appreciate an estimate or an explanation of how the claim’s value is determined.
Making a complaint
If you have a complaint about a solicitor, start by contacting the Solicitor’s firm directly. Most issues can be resolved by addressing your concerns with the firm’s complaints handling procedure. Ensure that you follow the firm’s process for lodging a complaint, which typically involves providing detailed information about your issue and allowing them time to respond. You can find more information about this process on the Law Society Website.
The Legal Ombudsman has created a fantastic template letter for you to use when making a complaint to your law firm. Click below to access it.
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Click here to Visit the Legal Ombudsman Website to Download their complaint template Letter. |
If the response from the firm is unsatisfactory, you can escalate the complaint to the Legal Ombudsman. The Legal Ombudsman is an independent organisation that investigates complaints about legal services and can provide a resolution if the firm’s handling of your complaint is inadequate. Complaints to the Legal Ombudsman should be made within six months of receiving the firm’s final response or within a year from when the problem occurred.
For effective resolution, gather all relevant evidence and clearly document your concerns. The Law Society’s page provides additional tips and resources for making a complaint and offers contact information for further support, ensuring you have access to the appropriate channels to address your issues.
You can contact the Legal Ombudsman by:
- calling them on 0300 555 0333
- going to the Legal Ombudsman website
- emailing them at enquiries@legalombudsman.org.uk
Resources
| Resource | Description | Link |
|---|---|---|
| Law Society – Complaints | Guidance on how to make a complaint about a solicitor. | Law Society Complaints |
| Legal Ombudsman | Independent organisation for investigating complaints about legal services. | Legal Ombudsman |
| Citizens Advice – Resolving Disputes | Provides advice on how to handle and resolve disputes. | Citizens Advice – Resolving Disputes |
| Advocacy for Disabled People | Support and advocacy services for individuals, including legal issues. | Advocacy for Disabled People |
| Citizens Advice – Legal Aid | Information on legal aid and how it might assist in resolving disputes. | Citizens Advice – Legal Aid |
Disclaimer:
This website is not intended to replace professional services or provide legal advice. It is designed to offer general information and guide you in the right direction, helping you understand key topics related to motorcycle accidents. Please consult a qualified professional for specific legal, medical, or financial advice.