Helping consumers to complain

“Only half of people are confident complaining to a lawyer. People are confused about what to do, get overwhelmed by legal jargon, believe they won’t get a fair hearing and fear upsetting their lawyer.” Legal Services Consumer Panel, March 2013

Because of this AccessSolicitor.com, a legal comparison website of more than 20,000 lawyers, and RESOLVER.co.uk, the online consumer complaints website, today announce their co-operation to improve client complaint handling by lawyers.

resolver is an online complaint handling website that provides consumers with one place and one simple process for raising and resolving issues. It currently covers over 60 services, and is expanding to include the legal industry before the end of this year.

AccessSolicitor.com was launched in August 2013 to help lawyers reach clients who are increasingly searching online, and to make it as easy as possible for consumers and small business owners to find the right lawyer for their needs. Access Solicitor will provide lawyer recommendations through a lawyer/client matching algorithm which it has developed with Westminster University. An important factor within this algorithm is client satisfaction, and to optimise this Access Solicitor now intends to integrate resolver’s own complaints-handling algorithm, which has been developed by Henley Business School.

resolver’s founder and chief executive, James Walker, says: “Lawyers have a poor reputation for handling client complaints, so this market is an obvious next step for resolver. Access Solicitor shares our core value of helping the customer, and also our data-driven approach to providing solutions, so they were an obvious partner choice.”

AccessSolicitor.com’s founder and chief executive, Warren Smith, says: “We are pleased to support the roll out of resolver’s tool in the legal sector to help legal clients overcome existing and significant barriers to complaining. resolver is obviously good news for clients, but Access Solicitor is also there to help lawyers improve their complaint-handling skills and positively differentiate themselves in the market.”

ENDS

For more information on AccessSolicitor.com, please contact:

Warren Smith, chief executive

(07982) 393 149 or warren.smith@accesssolicitor.com

For more information on Resolver, please contact:

James Walker, chief executive

(07788) 144 811 or james@resolver.co.uk

Notes to editors

About AccessSolicitor.com

AccessSolicitor.com is an online directory that allows regulated legal professionals to promote themselves to consumers as well as small and medium-sized businesses (SMEs).

The database, which includes solicitors, direct access barristers, licensed conveyancers and legal executives, totals 20,355 regulated legal professionals.

AccessSolicitor.com uses a website architecture that helps maximise the number of visitors to the site, and already provides a number of unique features to help match individuals searching for legal services with the most suitable lawyer.

All AccessSolicitor.com’s services are free for consumers and SMEs.

About Resolver

resolver's goal is to help consumers get results by making complaining quick and straightforward. We also believe that most businesses want to resolve issues and do the right thing for customers. We are independent, free and focused on improving consumer rights and satisfaction.

resolver launched its services at No.10 Downing Street in 2013 and has been discussed in Parliament.

resolver is on the steering committee for the development of new consumer regulations, and the Alternative Dispute Resolution for consumers (ADR) regulations. resolver is also a member of AdviceUK, TrustMark and the Trading Standards Institute.

Alongside Professor Moira Clark from Henley Business School, resolver has developed a quality metric to measure how good companies are at delivering their services and the quality of their customer care.

resolver’s system is built on comprehensive research into the correct complaint procedures, including consultation with regulators, government departments, ombudsmen and consumer rights organisations.

Unlike traditional complaints procedures, resolver guides and supports you throughout the complaint process. The system makes recommendations on next steps and when to take them, helps you keep track of your complaint and enables you to store all relevant information securely in one place.

James Walker writes a weekly column on consumer rights to help consumers manage and resolve complaints. It is published in over 50 newspapers and magazines. resolver has also been featured on Radio 4 Moneybox, Moneybox Live, You and Yours, the Sun (including App of the Week), the Star, the Guardian, the Daily Telegraph, the Daily Mail, BBC News, the Metro (App of the Week) and ITV Good Morning Britain. 

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