Mark Loosmore: How client portals make for happy customers

A good friend of mine, let's call him Ricky, recently remortgaged his house and, as part of the process, he was assigned a solicitor to deal with all the required legal documentation and checks. He tells me he had pretty low customer service expectations, given an awful experience with another firm of solicitors nearly five years earlier, when he last remortgaged. He settled himself in for a bumpy ride full of missed deadlines, complex legal jargon, admin errors and frustrations - however, he was very pleasantly surprised. Everything went smoothly and the whole process was far quicker th...