Review response templates for law firms

The unhappy-outcome review

A former client blames you for how the matter ended. You can't discuss the case or even confirm it existed; respond with your standards in the abstract and a private channel.

Thank you for sharing this feedback. Confidentiality rules prevent us from discussing any individual matter - or confirming whether someone is a client - but candid communication about realistic outcomes, at every stage, is a standard we hold ourselves to at [FIRM_NAME]. Anyone with a concern about their experience can reach [CONTACT_NAME] directly at [PHONE].

Thank you for this feedback. We can't speak to any individual matter publicly, but every case at [FIRM_NAME] gets a defined strategy, documented communication, and a lawyer accountable for both. If anyone would like their file or experience reviewed, [CONTACT_NAME], our [ROLE], will take that call personally: [PHONE].

The fee dispute

Billing complaints are the most common law-firm review. The amounts and the work behind them are confidential; the engagement-letter process is not - talk about that.

Thank you for the feedback. Fee clarity matters to us: every engagement at [FIRM_NAME] starts with a written agreement covering rates, billing cadence, and scope, and we review any billing question line by line on request. We can't discuss individual matters here, but [CONTACT_NAME] at [PHONE] can - privately and promptly.

Thank you for sharing this. We can't address any specific matter in public, and we understand that legal bills can be hard to parse from the outside - which is why itemized invoices and a standing offer to walk through any entry are part of how [FIRM_NAME] works. That offer is open: [CONTACT_NAME], [PHONE].

The review from a non-client

Opposing parties, disgruntled adversaries, and people you declined to represent leave reviews too. You still can't confirm who is or isn't a client - flag the pattern without naming the person's status.

Thank you for the feedback. We respond to every review, though confidentiality prevents us from discussing any matter or anyone's relationship to this firm. We'd note for readers that our client reviews speak to how [FIRM_NAME] treats the people it represents. Anyone with a genuine concern is welcome to contact [CONTACT_NAME] at [PHONE].

Thank you for writing. We can't discuss any individual consultation, but for context: [FIRM_NAME] takes on matters only where we believe we're the right fit to do the work well, and we try to point people to better-suited counsel when we're not. If we can still help with a referral, call [PHONE].

Full templates for these situations

• Apologizing without admitting fault
• Responding to unfair reviews
• Fake review responses