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The client who has heard
nothing for three weeks
The most common complaint against law firms is not the advice. It is communication — clients who cannot get an update, calls that are not returned, and matters where nobody can say what the next step is. Those calls are almost always polite.
What goes wrong here
The calls worth a manager's attention
None of these sound like a problem while they are happening. That is exactly why they survive a QA sample and a sentiment threshold.
The update that never comes
A client is told someone will call them back with progress. Nothing happens, and they ring again a fortnight later to ask.
Nobody can say what happens next
The call ends with the client no clearer about the next step or the timeframe than when they picked up the phone.
Costs discussed vaguely
A question about fees answered imprecisely on the phone is the conversation a costs dispute is built on later.
Deadlines mentioned, not confirmed
A date discussed verbally and never confirmed in writing is a risk to the client and to the firm.
The client who rings repeatedly
Three calls in a fortnight about one matter usually means the file is stuck, not that the client is difficult.
Distress not escalated
Family, criminal and employment matters carry real distress. A caller who is struggling and is simply told to wait for a call back is a duty issue, not just a service one.
Worked examples
Same situation, opposite verdicts
Illustrative composites, not real customer calls.
| What happened on the call | Verdict | Why |
|---|---|---|
| Client asks for an update. The solicitor explains the current position and books a follow-up. | Not flagged | A clear next step, given on the call. |
| Client is told someone will call with an update. No call is made; they ring again two weeks later. | Flagged | Limb (b) — the firm's promise, not kept. |
| Client is frustrated that a court listing is months away. The delay is explained accurately. | Not flagged | A third party's timetable, communicated properly. |
| Client rings for the third time about one matter and still cannot get a status. | Flagged | Repeat contact on one matter. |
| Client asks what the next step costs. Reception cannot say and takes a message that goes nowhere. | Flagged | Limb (b) — no owner, no answer. |
| Client disagrees with advice they were given, which was explained clearly and confirmed in writing. | Not flagged | A professional judgement, properly communicated. |
Deliberately ignored
What will not reach a manager
Refusing to report other people's problems is what keeps the alerts worth opening.
- A court or tribunal timetable your team explained accurately
- The other side's conduct or delay, where your client was kept informed
- A client unhappy with advice that was clearly given and confirmed
- Calls between your firm and counsel, experts or other practitioners
Scope, stated plainly. WiseSentry reviews client communication. It makes no assessment of legal advice, strategy or professional judgement, and it is not a compliance or supervision tool. Your obligations for confidentiality, privilege, recording and retention remain yours.
See a month of client calls
We will show you the updates that were promised on the phone and not made — the single biggest source of complaints against firms.