CMLF founder Mark Carlisle discusses legal fees from the point of view of consumers with the Legal Ombudsman and The Legal Lexi

Mark was delighted to be invited by Victoria Morrison Hughes, founder of "the Legal Lexi", to discuss matters relating to legal fees in a panel discussion with Simon Williams of the Legal Ombudsman chaired by by Neil Rose of Legal Futures.

How The Legal Lexi helps

The Legal Lexi enables firms to deliver clear, compliant explanations of costs and retainers in plain English, helping clients genuinely understand what they are agreeing to.

The platform also helps identify potentially vulnerable clients who may require additional support, provides optional audio assistance, and records evidence of client understanding and informed consent. This helps firms reduce complaints, protect costs recovery and strengthen client trust.

If you have clients or contacts who would benefit from seeing how The Legal Lexi can support their firm, we'd be delighted to arrange a demonstration – contact them on This email address is being protected from spambots. You need JavaScript enabled to view it. or by visiting their website www.thelegallexi.co.uk

Informed Consent and Client Understanding

The panel discussed the imbalance between solicitors and clients, emphasising that obtaining a signature is not evidence of understanding. There was significant discussion about whether clients truly understand terms of business and fee arrangements.

Transparency of Legal Costs and Success Fees

A substantial portion of the discussion focused on conditional fee agreements (CFAs), success fees, deductions from damages, and the need for clearer explanations of how legal costs are calculated and communicated.

Ongoing Cost Communication and Client Care

The speakers criticised the practice of providing cost information only at the outset and not updating clients throughout the matter. They advocated regular cost updates and clearer client care documentation.

Vulnerability and Consumer Protection

The panel examined how vulnerable clients are identified and supported, noting that many legal services are purchased during distressing situations and that firms often fail to recognise or respond appropriately to vulnerability.

Reform of the Solicitors Act and Complaints Process

The discussion turned to proposed reforms to the Solicitors Act, including transferring some disputes to the Legal Ombudsman, introducing a fairness and reasonableness test, issues of capacity, and the need for greater transparency and disclosure.