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Handling Communication Problems

We find that many complaints are a result of communication problems or misunderstandings. Most of these can be resolved by effective communication between attorney and client.

Step 1
In the event your attorney is not returning your phone calls or addressing your concerns, we encourage you to contact your attorney in writing, keep a copy of your letter and send it certified mail return receipt requested. If the matter is time sensitive, you may fax your letter and then mail the original, again keeping a copy for your records.

The letter to your attorney should be polite and professional. The letter should let your attorney know what your “questions” or “concerns” are. Examples of this would be: “I would like to know...”, “I don’t understand...”, “Please explain...”, “When do you anticipate...”, “I have questions about my case” (then list your questions).

We find that written communication is very effective in resolving matters for a variety of reasons:

  • It allows you to express all of your concerns completely, without interruption or distraction.
  • It prevents many misunderstandings as to what is being requested or promised.
  • It provides documentation, so that you can follow up if needed.

Step 2
If your attorney does not respond to your letter within 10 days or does not respond completely, please contact the Consumer Assistance Program if you would like us to follow up with a letter of concern to your attorney. Most likely we will ask you to fax or mail a copy of your letter to the attention of the Consumer Assistance Program for review. Most attorneys respond after receiving our letter, but occasionally, a “second request” is needed.


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