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Google review tool for UK solicitors.
SRA Code of Conduct applies to every public communication, including review replies. Ollie’s drafts are built for that — partner approves on WhatsApp between conferences.
Why firms with strong matter work have weak review profiles
You won’t fix the source. But you can fix the silence — and a well-handled reply to an emotional review reads better to the next prospective client than the review itself reads badly.
What SRA-aware drafting actually looks like
Drafts never identify clients. They never reference matter details. They never agree with characterisations of the work that could be read as admissions. They never criticise opposing parties, opposing counsel, or counter-parties. They acknowledge the reviewer’s experience and offer to move the conversation off-platform.
Partners review each draft on WhatsApp. Most replies take fifteen seconds to scan and approve. Any that look borderline get sent up to the COLP automatically.
Examples for the standard scenarios
Conveyancing client venting after completion, two stars
"Completion delayed twice, communication non-existent for days at a time, felt completely in the dark. Will never use again."
Thank you for sharing this. Conveyancing involves coordination with parties outside the firm’s control and we’re bound to maintain confidentiality around any specific matter. That said, the communication experience you describe isn’t our standard and we’d like to understand it properly. Please email the practice manager directly so we can look into it.
Family law client, strongly positive five stars
"Handled my divorce with kindness and clarity throughout. Felt heard at every stage."
Thank you for taking the time to write this. We don’t take it for granted how difficult it is to leave a review at all in matters like the one we work in — it means a great deal. We wish you well.
Probate client with grievance about fees, one star
"Charged thousands for what felt like very little work. Avoid for probate."
Thank you for the feedback. Fee structure in matters of this kind reflects regulated practice and we can’t respond to specifics of any engagement publicly. If there’s an outstanding complaint about how a particular matter was handled, the formal complaints process is set out on our website — please use it and we’ll respond in full.
Questions COLPs ask
Where do replies sit against the SRA Standards and Regulations?
Drafts are written against the standard risk areas — confidentiality, no admissions, no disparagement, no claims about outcomes. Every reply is approved by a partner before posting; you also choose which partners can approve.
Can a reply be flagged to the COLP automatically before posting?
Yes. You set the rules — any reply containing certain trigger words can require COLP sign-off before WhatsApp approval becomes possible.
What about reviews on regulated matters where we cannot acknowledge the engagement?
Drafts are written from the position of not confirming any engagement. They acknowledge the reviewer’s experience in general terms and route the detail to the formal complaints process.
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