The latest episode of the Today’s Family Lawyer podcast welcomes Senior Ombudsman at the Legal Ombudsman (LeO) Clair Daniel to explore the current landscape of legal complaints handling, the challenges facing firms, and the strategic work underway to improve first‑tier resolution across the legal sector.

The backdrop to the discussion is the increase in the number of cases in which LeO identify poor complaints handling, up from 46% in 2023/24 to 49% in 2024/25; and efforts to stop complaints at source by equipping firms to better deal with issues before they become complaints.

Daniels says demand for LeO’s services has risen sharply, across all areas of law, with several likely drivers: rising customer expectations shaped by instantaneous digital communication, cost‑of‑living pressures increasing the inclination to complain, and sheer volume of transactions. Communication and delay remain the two most common causes of complaint—together accounting for around 47% of complaints. Often, complaints arise from mismanaged expectations, such as unclear service‑level agreements or clients misunderstanding the steps and timeframes in transactions.

There is the increasing role AI plays in complaints to consider. LeO is increasingly seeing (as are firms) consumers rely on tools such as ChatGPT or Microsoft Copilot to produce lengthy, formalised, and at times overly legalistic complaints, complete with copied‑and‑pasted case law. While understandable, this can hinder early, informal resolution. She encourages firms to avoid mirroring an escalated tone, instead refocusing on the core issue and maintaining a professional, calm approach.

Keen to dispel misconceptions about LeO Daniels reiterates the ombudsman is strictly impartial and supports firms as much as consumers, including dismissing complaints where service has clearly been reasonable. To help firms get matters right at first tier, LeO provides resources such as the technical advice desk, sector insights, and forthcoming Model Complaints Resolution Procedure, complete with templates and toolkits. A new learning platform with training and webinars is scheduled for 2026.

Listen in to hear more about LeO's attitude to setting and managing client expectations early, strategies to handle AI‑generated complaints effectively, and internal communication and processes that reduce escalation risk and improve client trust.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

The latest Today’s Family Lawyer podcast features Frank Arndt, founder of Paradigm Family Law and co‑founder of Whatwouldajudgesay. Arndt is well known in the sector. A former German judge. A specialist in international family law. A familiar face on the BBC’s red sofa. And a vocal commentator on LinkedIn. His new venture aims to tackle one of the most pressing problems in family justice: delay, cost and misinformation.

In discussion with podcast host David Opie, Arndt explores his unconventional route into English law, the family law scene, technology and AI and innovation,

With 23 years in the UK legal system he is familiar with its flaws and the conversation quickly turns to the crisis facing the courts. Backlogs. Year‑long waits for final hearings. Spiralling costs. And a rise in contested financial remedy cases across all wealth brackets. Arndt explains how these pressures helped shape Whatwouldajudgesay, a service designed to give separating couples early, realistic guidance on likely judicial outcomes.

The model is simple. Clients provide their information. An experienced barrister or deputy judge produces an early neutral evaluation. The client then uses that opinion to negotiate, mediate or plan their next steps. It is, Arndt says, a way to bring transparency and realism into the process before costs escalate.

He is candid about the profession’s reluctance to embrace such tools. Early clarity can reduce billable hours. But, he argues, it is the right thing for families. It reduces conflict. It reduces misinformation. And it protects children from prolonged disputes.

Of course at a time when there is much talk about AI such tools might in the future be powered by it; but Arndt is clear: AI will not replace lawyers, but AI‑enabled lawyers will outperform those who resist it. Used responsibly, he says, technology can support analysis, memory, pattern‑spotting and strategy—while humans retain the empathy and judgement that family law demands.

Feedback on Whatwouldajudgesay has been strong, including interest from the Cayman Islands and Scotland. Arndt sees real potential for international expansion. His mission is simple: give families the information they need earlier, reduce unnecessary litigation, and help people move on with their lives sooner.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

The latest Today’s Family Lawyer podcast shines a spotlight on a challenge many firms acknowledge and struggle to tackle; the differentiation of service provision and effectively marketing those points of difference to prospective clients with clarity, confidence and distinction in an increasingly competitive marketplace.

Hosted by David Opie, the episode explores why so many family law practices still rely on cautious, inward‑looking messaging; and what they could achieve by adopting a more strategic, and yes sometimes controversial approach. Ryan Fenton, the founder of CaseFlow PPC, brings experience from both the UK and US legal markets, offering a comparison between two very different marketing cultures.

One of the most striking observations is the contrast in tone. While American firms are far more comfortable using direct, emotionally resonant language, UK practices often default to safe statements about longevity and experience. The podcast suggests this caution may be limiting firms’ ability to stand out at the very moment potential clients are searching for reassurance, clarity and action.

The discussion also highlights a persistent misconception around investment. Many UK firms still view digital advertising as a low‑cost add‑on rather than a core business function, despite operating in one of the most expensive sectors for Google Ads. By contrast, US firms routinely commit substantial budgets to structured campaigns, remarketing activity and tailored landing pages which are all tools that can dramatically improve conversion rates when used well.

Beyond tactics, the episode raises a broader point about public perception. While the profession increasingly champions non‑court solutions, the public still tends to view divorce through a combative lens. The podcast argues that bridging this gap requires clearer, more empathetic communication that meets clients where they are emotionally.

Listen in to Ryan's insight and experience from both sides of the pond. Far from being a bolt‑on, marketing should be a strategic discipline that family law firms continually invest in.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.