The price of separation - Legal Ombudsman

01Summary1Legal Ombudsman,decisions and data– http://www.legalombudsman.org.uk/aboutus/complaints_data.html2BDRC Continental‘Individual consumerslegal needs report’,page 102 –https://research.legalservicesboard.org.uk/wp-content/media/2012-Individualconsumers-legal-needsreport.pdfFamily disputes currently give rise to more complaints tothe Legal Ombudsman than any other type of dispute.Around 18% of the complaints we investigate are aboutfamily law 1 . Of these, just over half are related todivorce. That is echoed by other findings about the levelof customer satisfaction with divorce lawyers: forinstance, research has found that dissatisfaction levelsare higher in divorce cases (13%) than for other areasof law (average of 7%) 2 .The aim of this report is to attempt to cast some light on whydivorce leads to higher levels of dissatisfaction and morecomplaints than other areas of legal service. What can lawyers– and consumers – do to avoid finding themselves in disputesabout the service that has been provided? How can both partiesprotect themselves against deepening the distress of relationshipbreakdown with a subsequent dispute between lawyer andcustomer? And how will the coming changes to the legal sector –legislative, administrative and financial – impact on the situation?IntroductionThere are some obvious reasons why divorce gives riseto a relatively higher number of complaints. Divorce canbe a deeply emotional event. Even the most consensualseparation is likely to involve feelings of sadness,disappointment, and guilt, and separation may be nonconsensual,involving allegations of betrayal, abuse,and infidelity. Strong emotions can naturally colour andshape the customer’s approach to their legal service.The price of separation: Divorce related legal complaints and their causes