Law firms
Law firm review reply templates
Law-firm reviews carry professional-conduct risk on top of reputation risk. Solicitor Regulation Authority and state bar rules bar you from confirming a client relationship or discussing case specifics in a public forum.
What law firms get reviewed on
- Communication during a matter
- Fee estimates versus final bill
- Case outcome
- Conflict-check delay
- Junior lawyer handling
Tone notes
Client-care partner voice. Formal but human. Direct email in every reply.
6 templates
1. 5-star, matter closed
Review
"Handled our conveyancing brilliantly."
Reply
"Thank you for the kind words. We're grateful for the feedback and will share it with the team. — Rachel, client care partner"
2. Communication complaint
Review
"Waited two weeks for a reply to a simple email."
Reply
"Thank you for raising this. Two weeks is well outside our client-care standard, and we take it seriously. Please email clientcare@ourfirm.com so we can look into it directly. — Rachel, client care partner"
3. Fee dispute
Review
"Fee estimate was £3,000, final bill was £5,000."
Reply
"Thank you for the feedback. We take fee transparency seriously and we're happy to review any billing concern in detail — please email clientcare@ourfirm.com and we'll respond within two working days. — Rachel"
4. Case outcome
Review
"Lost my case, feels like they didn't fight for me."
Reply
"Thank you for the feedback. We can't discuss any matter specifics in public, but we do welcome the chance to review any client's concerns directly. Please email clientcare@ourfirm.com. — Rachel, client care partner"
5. Conflict check delay
Review
"Took a week just to tell me they couldn't act."
Reply
"Thank you for flagging this. Our conflict-check target is 48 hours and we're auditing where that slipped. If you'd like us to look at your specific enquiry, please email clientcare@ourfirm.com. — Rachel"
6. Junior handling
Review
"Was passed to a trainee halfway through."
Reply
"Thank you for the feedback. Matter allocation and supervision structure are things we review regularly, and we welcome the input. Anyone with a specific concern can email clientcare@ourfirm.com. — Rachel, client care partner"
FAQ
- Can a law firm confirm someone was a client in a reply?
- No — SRA and state bar rules treat that as a confidentiality breach. Always reply as if the reviewer's status is unknown.
- Can we defend the case outcome in public?
- No. Discussing any matter specifics in public is a professional-conduct risk. Move any substantive discussion to a private, privileged channel.
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