A TripAdvisor for lawyers

Have you heard the one about the hotel that fined its patrons for bad reviews? It's not the start of a joke, but the true story of Tony and Jan Jenkinson who, last month, received an unexpected charge to their credit card after criticising the Broadway Hotel in Blackpool on the hotel and tourism review site, TripAdvisor.

Initially, the manager of the hotel defended its actions, directing critics to the small print in the contract signed by all guests authorising such payment. A novel idea and one that might have worked as a deterrent had the print been large enough for anyone with normal sight to determine.

Trading Standards wasn't impressed, however, and after a media storm centred on the hotel's suspect policy, the 'bad review tax' was revisited and later refunded. The story got me thinking of our old friend at 'Solicitors from Hell'. The website, now the shop front for "Let's kill all the lawyers" mugs, changed its direction following a court action by the Law Society on behalf of many firms and individuals who had been named and shamed.

The site allowed anyone who featured on the controversial site to have their details erased upon payment of an 'administration charge', which ran into the hundreds of pounds. Moreover, for a similar fee (and client testimonial), a firm can enjoy a lifetime appearance on sister site, 'Solicitors from Heaven'.

At the time of the court action, the Law Society argued it needed 'to protect its members and the best interest of the public, as the site was not a credible source of reliable information about solicitors'.

The court found there were alternative ways to complain and for consumers to have their concerns resolved, such as through the SRA and the Legal Ombudsman. But is it time that there was a truly independent third party, fit to hold the profession to account and that is consumer driven?

Aside from the sometimes questionable rankings provided by the well-known legal directories, and only accessible at a significant financial cost, there is little to guide users of legal services in terms of quality or performance. Meanwhile, the Lexcel standard has become more commonplace in recent years and as a result means less for those who have achieved it.

A 21st century solution will inevitably find its place online, but who will be brave enough to take on a profession that will fight to protect itself from criticism? Alternatively, is it time for the Law Society to step up and provide a forum for fair and honest feedback on its members, for better or for worse?

Kevin Poulter, editor at large

@SJ_Weekly

#SJPOULTER

editorial@solicitorsjournal.co.uk

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