Web compliance and transparency

WEBSITE COMPLIANCE AND TRANSPARENCY

The SRA introduced the Transparency Rules on December 6th 2018, to help potential clients make informed decisions about legal services. In December 2021, the SRA revised some of its rules and is now pushing for more pricing transparency, alongside firms having a more detailed complaints procedure.

Our short guide is a starting point to ensure that your website is compliant with the latest SRA requirements.

Price Transparency

Transparency rules protect clients and make them understand the cost involved when taking on your services. These rules don’t affect how much you charge for your services or the charging model your firm chooses to adopt. It just needs to be clear to clients.

The website’s fee structure should include the service’s total cost; if this is not possible, you should indicate the average expected fee. You should also make it clear if you are VAT registered and if VAT is included in your fees or not. We recommend stating the VAT amount to ensure clarity.

Where an average expected cost applies, you need to make this clear.

You also need to indicate the basis for your fees, including hourly rates or fixed fees. Your pricing structure also needs to include any disbursements and how much they will cost, with clarity if VAT is applicable, including the VAT amount.

If you use conditional fee or damages-based agreements, you must give examples where a client may need to pay for your services, including any payments that must be made from any damages they receive.

Example:

We estimate the fixed cost of our Probate service to be between £2,200 and £2,750 plus VAT. There will be additional disbursements which will need to be paid.* Fees apply for a straightforward grant of Probate and estate Administration for estates in England and Wales where: • No more than one (1) property in the sole name of the deceased • No more than three (3) bank accounts • No outstanding debts other than utility bills • There is a valid Will appointed executor • The estate is being passed to a single beneficiary • There are no complications

*Disbursements are additional costs related to your matter and are payable to third parties. ** Government fees are subject to any increases in the future. Although we will attempt to make an application before any fee increases, we can’t guarantee this due to the process and reliance on third parties.

Please contact us for a bespoke quote concerning your specific circumstances.

Complaints Procedure

Under Rule 2.1 of the Transparency Rules set by the SRA, firms and individuals must provide a complaint procedure. The complaints procedure needs to include:

• Complaints handling procedure • How and when a complaint can be made to the Legal

Ombudsman • How and when a complaint can be made to the SRA

Below is an example of text that can be used.

We aim to give you the best service possible. However, if at any point you are unhappy or have concerns regarding your matter and the service you are receiving, please inform us immediately so we can resolve the problem.

Steps to follow:

Step 1

Speak with your point of contact or the solicitor that is handling your case. Please explain your concerns, and we will do our best to resolve any issues to ensure we meet your expectations. However, if you would like to make a formal complaint, please read our full complaint procedure (here – this is where you would insert your link to your full complaints procedure). Please note that making a formal complaint will not affect how we handle your case.

Step 2

The Legal Ombudsman can help you further if we can’t resolve your complaint. They will look at your complaint independently and impartially. Making a complaint to The Legal Ombudsman will not affect how we handle your case.

However, before they accept a complaint for investigation, The Legal Ombudsman will check with us that you have tried to resolve your complaint with us first. Once this has been verified, you can then take your complaint to The Legal Ombudsman within six (6) months of receiving a final response form to your complaint from us. No more than six (6) years from the date of act/omission or no more than three (3) years from where you should reasonably have known there was cause for a complaint to be made.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk Call: 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

If you are unhappy with our behaviour

The Solicitors Regulation Authority, also known as the SRA, can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or mistreating you because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority https://www.sra.org.uk/

SRA Badge

All firms, regardless of area of practice, must display the SRA’s digital badge. The digital badge is a unique for firms to show they are regulated by the SRA. The band is available to use by any regulated firm and can be added to the footer of your website giving consumers confidence that they are using a regulated firm for their legal services.

Accreditations

You should display your accreditations with their logo on the bottom of your footer.

Privacy & Cookie Policies Contact LLS Business Partners Freeline Creative

Clear Privacy & Cookie Policies should be displayed on your website. Both can be combined into one, and should clearly state how you will handle your clients, data, alongside any data that is captured or tracked when a user visits your website. Examples of headings in these policies can include:

• Conditions of data processing • Contractual obligations • Legitimate interest • Legal compliance • Consent • What information we collect • How we handle your information • Website and third party sources • How we use your data • How we protect your data • How long to we keep your data • Who do we share your data with • Where is your data processed • Right to withdraw consent • Your rights • The regulator (ICO – Information Commissioner’s Office)

If you would like a review to ensure your website is compliant, email me at amit@freelinecreative.co.uk or call me on 0116 216 6920