The report outlines what the SLCC sees in complaints relating to pricing and fees, what the relevant rules and guidance say, and what firms in Scotland are doing to make their prices transparent. It also offers some best practice tips to help firms think about how they could better manage their risk of complaints about fees.

It details that, despite guidance on price transparency published three years ago by the Law Society of Scotland, few firms appear to be abiding by the letter and spirit of the guidance, with minimal information available to help consumers to consider or compare costs.

Susan Williams, best practice adviser, said: “The course for many legal transactions is paved with unexpected turns. But clients are often hoping that the solicitor can restore certainty to their lives, starting with reassurances about the likely outcome, how long it will take and what it will cost.

“Many complaints about fees are actually about poor communication, where clients were not helped to understand what the costs would be or why some costs were charged at all.

“That includes confusion about whether they’ll be charged for a first consultation, uncertainty about what work is included or excluded, why extra work may be needed to complete a transaction, and uncertainty about how fees have been calculated. We also see requests to provide the client with an itemised account being ignored.

“Greater transparency about pricing and costs builds trust because it increases credibility and accountability. Better-informed consumers will be more confident in using legal services and will have more reasonable expectations of costs. That can only lead to more satisfied customers and fewer complaints; an outcome we all want to see.”