Yes but, where is, what if? - FLAC

Comments on the Legal Services Bill26 Nov 2011________________________________________________________________________pro-bono legal services, we hear about the excellent work that practitioners do, both inmeeting private legal need and advancing social justice.However and inevitably, in the information and advice service that FLAC offers, we tend notto hear from people who received a good service. Rather we hear from people who areeither fearful and at sea when dealing with lawyers or are frustrated with them, ordistrustful and disillusioned about them and about the law. For example, in the month ofOctober, we logged 31 phone calls which included the following:“Caller wanted to know if a barrister can ask for payment forservices rendered when case still ongoing;“Caller feels he was way overcharged by solicitor. Also havingtrouble repaying debts;“Caller wanted information about how to get a bill of costs fromhis solicitor;“Caller believed solicitors fees extortionate – already complainedto Law Society;“Caller’s former solicitor will not return the files;“Caller was unhappy with rate charged, informed at the beginningthat it would be x amount and charged y;“Caller had engaged solicitor but didn’t realise she would have topay;“Caller wanted to know if she can challenge her bill of costs fromher solicitor”I believe that many of these calls arise from a lack of clear communication about the cost orextent of a service rather than an attempt to charge extortionate fees. However, whetherthis is the case or not, the reality is that by the time they contact us, those people areunhappy and distrustful and resentful of the legal profession. It should not be that everymonth, 30 or 40 people contact us, dissatisfied with the legal service they receive.The work that FLAC does in giving out information and in providing advice and in PILA’s workof setting up pro bono referrals does indeed give a service to people who need it but it isalso part of our broader aim to ensure the fundamental human right of equal access tojustice for everyone. Access to justice is a broad phrase. Principally it is the right of people tohave equal access to knowledge about their rights and responsibilities, to be aware of and2