I write in response to your story ‘Society sends letter of claim to Solicitors from Hell owner’.

The fact is that the processes in place for the public to express their grievances against solicitors are insufficient. I am not suggesting for one moment that this website is the appropriate response. However, I do believe that there must be a website where the public can leave feedback on their experiences with any given law firm and that these views, while they may make uncomfortable reading, will make us more accountable to the public. And we should be accountable, because we are a privileged minority who charge lots of money for our services.

While the body set up for complaints is no doubt efficient and good, it is perceived as ‘working for us’. It is not ‘public’ enough; it is not ‘immediate’ enough; and it requires lots of paperwork. We live in a world of immediate and accessible exchange of views and information. Our profession must make room for such feedback, or be seen as no better than a precious group attempting to use our specialist knowledge to avoid taking responsibility.

By all means let’s get rid of Solicitors from Hell, but let us put something in its place. Individual solicitors and firms can then respond to such comments, address the problem in question and change the feedback. This is the customer service element that retailers do so well but at which we fail – because if we had succeeded, Solicitors from Hell would not exist.

The public can of course leave positive feedback and the site can be monitored for the ‘vexatious and bitter’. Clients must have the right to comment on the manner in which we conduct ourselves, even at the risk of a few sour grapes.

Shalaleh Barlow, Grower Freeman, London NW1