Clients rarely leave over the legal work.
The quiet client is the one to worry about.
By the time that goes wrong, it’s usually too late to fix. In research we commissioned with YouGov, 93% of clients who rated their solicitor poorly said they wouldn’t come back – and those are the clients who were meant to bring you the next matter, and the referral after that.
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The Cost of Silence – How blind spots in communication, billing and client experience are costing UK law firms loyalty and referrals
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1 in 10 clients chase them for updates. It’s closer to 1 in 3.”
A client portal that works inside your existing systems.
It sits inside the case management system your firm already uses, so the client’s view stays current on its own, without anyone stopping to update it by hand. There’s no second system for your team to learn and nothing to rip out; they keep working exactly as they do now.
And it carries your name, not ours. Clients see your branding, your firm, down to the individual fee-earner they’re dealing with. It’s built to read as a natural part of the service you already provide, not a piece of software bolted on from outside.
Everything a client needs, all in one place.
A live case overview, a timeline of what’s happened and what’s next, the key dates that matter, and a running list of anything still outstanding. When a client can answer “where are we up to?” without emailing anyone, they stop needing to ask – and in our research, 6 in 10 firms admitted their clients currently have no way to check for themselves.
A financials overview shows what’s been spent, invoiced and still owed, and clients can settle fees or pay on account securely in the app. One in five clients in our research had no visibility of their costs at all, and a surprise invoice is one of the quickest ways to turn a settled client into a complaint.
How sure are you of your clients’ experience?
This assessment gives you a read on where your firm stands on the things clients leave over – communication and billing transparency – and how that compares to other UK firms.
entirely private,
and a benchmark you can act on.
No rip-and-replace.
No migration project.
Your existing case data feeds the client’s view automatically, so what they see is always current, and getting started is a setup, not an overhaul.
It works across desktop and mobile, so clients can check in wherever they are.
Your existing case data feeds the client’s view automatically, so what they see is always current, and getting started is a setup, not an overhaul.
It works across desktop and mobile, so clients can check in wherever they are.
Client data is the first thing your IT team will ask about.
Client information sits behind the same standard of security we’re independently audited against every year (ISO/IEC 27001:2022), with encrypted messaging, secure payments and access controlled by role. Your IT and compliance teams can request the full security detail whenever they want to look under the bonnet.
Client information sits behind the same standard of security we’re independently audited against every year (ISO/IEC 27001:2022), with encrypted messaging, secure payments and access controlled by role.
Your IT and compliance teams can request the full security detail whenever they want to look under the bonnet.
The research behind matterfact
It runs across 1,373 people in three nationally representative YouGov surveys, covering the public, business clients and law firms themselves, and its findings line up with what the Legal Ombudsman and the SRA have been seeing in complaints for years.
One finding sums up why MatterFact exists: firms are consistently confident they keep clients well informed, and clients consistently disagree. MatterFact is aimed at closing that exact gap.
Click a page to enlarge
What is MatterFact?
Does MatterFact replace our case management system?
Do clients need to download an app?
What does it take from our side to run it?
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