How to be SRA compliant part 1: a guide to the SRA transparency rules 

Why the SRA transparency rules matter to your law firm 

The SRA Transparency Rules, introduced as part of the Solicitors Regulation Authority’s (SRA) regulatory framework, aim to improve access to legal services by providing clients with the information they need to make informed decisions. 

For law firms, compliance with these rules is more than just meeting regulatory requirements—it’s an opportunity to showcase your firm’s commitment to openness, professionalism, and client care. With clients increasingly turning to online research before selecting a legal provider, having transparent, accurate, and easily accessible information on your website is a competitive advantage. 

The first part of our three-part guide outlines the four key areas covered by the transparency rules—costs, complaints, publication, and regulatory information—and provides practical steps to ensure your firm is compliant. 

A detailed look at the SRA transparency rules 

1. Costs information: transparency in pricing 

What’s required under Rule 1? 
Law firms must clearly publish costs information for specific legal services on their website. This includes a detailed breakdown of fees to help clients understand what they’re paying for and how much it will cost. The services covered under this rule include: 

• Residential conveyancing (sales, purchases, and remortgages) 

• Probate services 

• Employment tribunal claims (unfair or wrongful dismissal) 

• Debt recovery for individuals and businesses 

• Licensing applications for business premises 

• Immigration applications 

• Motoring offences (summary offences) 

What should you include? 
To comply with Rule 1, your costs information must cover the following: 

• Your pricing model: Clearly state whether fees are fixed, capped, or based on an hourly rate. 

• A fee breakdown: Highlight the base fees for the service, along with additional charges like VAT and disbursements (e.g., court fees, Land Registry costs). 

• Potential cost variations: Explain factors that may affect the total price, such as case complexity or urgency. 

• Who will handle the work: Provide details about the team, including the qualifications and hourly rates of the individuals involved. 

For example, a firm offering conveyancing services could state: 
“Our fees for residential property purchases range from £800 to £1,500 (plus VAT), depending on the property value and complexity. Disbursements such as Land Registry fees and search costs will also apply. A full breakdown of fees is provided during our initial consultation.” 

Best practice tips for compliance: 

• Use plain language that clients can understand, avoiding legal jargon or overly complex terms. 
• Update your fees regularly to reflect changes in costs or regulatory requirements. 
• Provide an online calculator for certain services to help clients estimate costs based on their specific circumstances. 

2. Complaints information: ensuring accountability 

What’s required under Rule 2? 
Your firm must have a published complaints procedure that explains how clients can raise concerns and how these will be handled. The complaints process must be clear, concise, and easily accessible, ideally linked in a prominent location on your website. 

What should your complaints procedure include? 

• Contact details: Provide a direct email address and phone number for submitting complaints. 

• Response timelines: State how long it will take to acknowledge and respond to a complaint (e.g. “We will acknowledge your complaint within three working days and aim to resolve it within 28 days.”). 

• Escalation options: Include contact information for the Legal Ombudsman and the SRA for cases where the client is unsatisfied with your response. 

For example: 
“If you are unhappy with the outcome of your complaint, you can escalate the matter to the Legal Ombudsman at legalombudsman.org.uk or by calling 0300 555 0333.” 

Why this matters: 
A robust complaints procedure reassures clients that your firm is committed to addressing issues fairly and professionally, enhancing trust and reputation. 

Practical tips for effective publication: 

• Use simple, client-friendly navigation. For example, a “Costs and Complaints” tab in your main menu ensures accessibility. 

• Regularly audit your website to confirm compliance and user-friendliness. 

4. Regulatory information: demonstrating credibility 

What’s required under Rule 4? 
Law firms must display their regulatory status and authorisation by the SRA prominently on their website. This assures clients that your firm is compliant with professional standards. 

Key details to display: 

• Your SRA authorisation statement: For example, “XYZ Solicitors is authorized and regulated by the Solicitors Regulation Authority (SRA ID: 123456).” 

• Professional indemnity insurance: State that details are available upon request. 

• Other accreditations: Include CQS, Lexcel, or similar credentials that reinforce your firm’s credibility. 

Why this is essential: 
Clients increasingly value transparency about a firm’s credentials. Prominent regulatory information can enhance trust and differentiate your firm from less transparent competitors. 

How to stay compliant with the SRA transparency rules 

Staying compliant with the SRA Transparency Rules requires an ongoing commitment to regular reviews, team training, and leveraging technology. By embedding compliance into your firm’s daily operations, you can ensure alignment with the rules while maintaining efficiency and consistency. 

Regular audits 

Compliance is not a one-time task. Conduct regular reviews of your website and other client-facing materials to ensure all information remains accurate, up-to-date, and aligned with regulatory requirements. 

Key aspects to monitor include: 

• Costs information: Ensure fees, disbursements, and VAT details reflect current pricing. 

• Team details: Regularly update profiles of staff, including their roles and qualifications. 

• Complaints procedures: Confirm that information on how clients can raise concerns is clear and accessible. 

To make these audits manageable, schedule key dates into your calendar to remind your team to review website content and other compliance-related materials. 

Leveraging technology 

Technology can simplify the compliance process by embedding tasks into workflows and ensuring consistent practices across your firm. While much of the SRA Transparency Rules focus on website content, tools like Osprey Approach’s case management software can help maintain compliance throughout your operations. 

For example: 

• Client onboarding workflows: Incorporate compliance-focused tasks such as generating client care letters, completing risk assessments, and delivering regulatory information at the outset. 

• Task reminders for audits: Automate task reminders and embed key review dates into workflows to ensure website content, client-facing materials, and internal processes are regularly reviewed and updated. 

• Document management: Centralise and track compliance-related materials, ensuring clear evidence of reviews, updates, and adherence to the rules. 

Building trust through transparency: why SRA compliance matters 

Meeting the SRA Transparency Rules isn’t just a box-ticking exercise—it’s a vital step in fostering trust, improving client relationships, and strengthening your firm’s reputation. Transparency about costs, complaints, and regulatory credentials reassures clients that your firm operates with integrity and professionalism, giving you a competitive edge in a crowded legal market. 

By complying with these rules, your firm demonstrates its commitment to fairness and accessibility. Clients increasingly seek clarity and reliability when choosing legal services. Firms that openly provide this information stand out as trustworthy and client-focused, leading to stronger client retention and more positive word-of-mouth referrals. 

However, staying compliant requires a proactive approach. Regularly review your published materials, train your team on regulatory obligations, and use tools like Osprey Approach’s legal practice management software to streamline compliance processes. Technology can be a powerful ally in ensuring your website and documentation are always accurate, accessible, and aligned with the latest SRA requirements.

Book a consultation to discover how Osprey Approach can help you effectively complete client and matter risk assessments across your teams. 

For further advice and best practices you can view parts two and three of our SRA transparency guides.

Part 2: How to be SRA compliant part 2: 4 ways Osprey can help law firms stay compliant with the SRA transparency rules 

Part 3: How to be SRA compliant part 3: The common SRA Transparency Rules pitfalls that most SME law firms face and how to overcome them

Disclaimer

This guide is not intended as legal advice. For detailed guidance on the SRA Transparency Rules, please visit the official SRA website.