The latest episode of the Today’s Family Lawyer podcast welcomes Senior Ombudsman at the Legal Ombudsman (LeO) Clair Daniel to explore the current landscape of legal complaints handling, the challenges facing firms, and the strategic work underway to improve first‑tier resolution across the legal sector.

The backdrop to the discussion is the increase in the number of cases in which LeO identify poor complaints handling, up from 46% in 2023/24 to 49% in 2024/25; and efforts to stop complaints at source by equipping firms to better deal with issues before they become complaints.

Daniels says demand for LeO’s services has risen sharply, across all areas of law, with several likely drivers: rising customer expectations shaped by instantaneous digital communication, cost‑of‑living pressures increasing the inclination to complain, and sheer volume of transactions. Communication and delay remain the two most common causes of complaint—together accounting for around 47% of complaints. Often, complaints arise from mismanaged expectations, such as unclear service‑level agreements or clients misunderstanding the steps and timeframes in transactions.

There is the increasing role AI plays in complaints to consider. LeO is increasingly seeing (as are firms) consumers rely on tools such as ChatGPT or Microsoft Copilot to produce lengthy, formalised, and at times overly legalistic complaints, complete with copied‑and‑pasted case law. While understandable, this can hinder early, informal resolution. She encourages firms to avoid mirroring an escalated tone, instead refocusing on the core issue and maintaining a professional, calm approach.

Keen to dispel misconceptions about LeO Daniels reiterates the ombudsman is strictly impartial and supports firms as much as consumers, including dismissing complaints where service has clearly been reasonable. To help firms get matters right at first tier, LeO provides resources such as the technical advice desk, sector insights, and forthcoming Model Complaints Resolution Procedure, complete with templates and toolkits. A new learning platform with training and webinars is scheduled for 2026.

Listen in to hear more about LeO's attitude to setting and managing client expectations early, strategies to handle AI‑generated complaints effectively, and internal communication and processes that reduce escalation risk and improve client trust.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

The latest Today’s Family Lawyer podcast features Frank Arndt, founder of Paradigm Law and co‑founder of What a Judge Would Say. Arndt is well known in the sector. A former German judge. A specialist in international family law. A familiar face on the BBC’s red sofa. And a vocal commentator on LinkedIn. His new venture aims to tackle one of the most pressing problems in family justice: delay, cost and misinformation.

Arndt begins by sharing his unconventional route into English law. He arrived from Germany for a four‑week stay. He was offered a job on the spot. He stayed. Twenty‑three years later, he runs his own firm and remains passionate about the English family law system, despite its flaws.

The conversation quickly turns to the crisis facing the courts. Backlogs. Year‑long waits for final hearings. Spiralling costs. And a rise in contested financial remedy cases across all wealth brackets. Arndt explains how these pressures helped shape What a Judge Would Say, a service designed to give separating couples early, realistic guidance on likely judicial outcomes.

The model is simple. Clients provide their information. An experienced barrister or deputy judge produces an early neutral evaluation. The client then uses that opinion to negotiate, mediate or plan their next steps. It is, Arndt says, a way to bring transparency and realism into the process before costs escalate.

He is candid about the profession’s reluctance to embrace such tools. Early clarity can reduce billable hours. But, he argues, it is the right thing for families. It reduces conflict. It reduces misinformation. And it protects children from prolonged disputes.

The discussion also explores unbundled services, the rise of litigants in person, and the role of AI. Arndt is clear: AI will not replace lawyers, but AI‑enabled lawyers will outperform those who resist it. Used responsibly, he says, technology can support analysis, memory, pattern‑spotting and strategy—while humans retain the empathy and judgement that family law demands.

Feedback on What a Judge Would Say has been strong, including interest from the Cayman Islands and Scotland. Arndt sees real potential for international expansion. His mission is simple: give families the information they need earlier, reduce unnecessary litigation, and help people move on with their lives sooner.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP.

The latest Today’s Family Lawyer podcast shines a spotlight on a challenge many firms acknowledge and struggle to tackle; the differentiation of service provision and effectively marketing those points of difference to prospective clients with clarity, confidence and distinction in an increasingly competitive marketplace.

Hosted by David Opie, the episode explores why so many family law practices still rely on cautious, inward‑looking messaging; and what they could achieve by adopting a more strategic, and yes sometimes controversial approach. Ryan Fenton, the founder of CaseFlow PPC, brings experience from both the UK and US legal markets, offering a comparison between two very different marketing cultures.

One of the most striking observations is the contrast in tone. While American firms are far more comfortable using direct, emotionally resonant language, UK practices often default to safe statements about longevity and experience. The podcast suggests this caution may be limiting firms’ ability to stand out at the very moment potential clients are searching for reassurance, clarity and action.

The discussion also highlights a persistent misconception around investment. Many UK firms still view digital advertising as a low‑cost add‑on rather than a core business function, despite operating in one of the most expensive sectors for Google Ads. By contrast, US firms routinely commit substantial budgets to structured campaigns, remarketing activity and tailored landing pages which are all tools that can dramatically improve conversion rates when used well.

Beyond tactics, the episode raises a broader point about public perception. While the profession increasingly champions non‑court solutions, the public still tends to view divorce through a combative lens. The podcast argues that bridging this gap requires clearer, more empathetic communication that meets clients where they are emotionally.

Listen in to Ryan's insight and experience from both sides of the pond. Far from being a bolt‑on, marketing should be a strategic discipline that family law firms continually invest in.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

Ahead of Family Mediation Week 2026 the Today’s Family Lawyer Podcast brings together three leading voices and contributors to the event to discuss the ambitions of the awareness campaign.

Hosted David Opie welcomes Romina Kamran, a fully accredited family mediator and founder of Arc Mediation and Digital MIAM, Paul Linsell, partner and head of the family law team at Boyes Turner and Sarah Manning, partner at Hall Brown Family Law and long‑standing chair of the Family Mediation Week committee to discuss the plans for National Mediation Week 2026 which runs from 26th-30th January 2026.

The trio explain the central aim of the week, which is run by the Family Mediation Council (FMC), is to ensure separating families are aware, at the earliest possible stage, that mediation is a viable, regulated and effective option for resolving disputes about children and finances, without defaulting immediately to court. The week is an opportunity to raise public awareness and build confidence in the mediation process.

Central to this is the FMC’s role in maintaining professional standards, overseeing the accreditation of mediators, setting a compulsory code of practice, and stipulating continuing professional development, supervision and appropriate safeguards such as professional indemnity insurance and complaints processes. For consumers and professionals alike, the FMC register provides reassurance that mediators have met stringent professional criteria.

Mediation, said Manning, is often misunderstood or overlooked, with many families assuming that instructing solicitors and proceeding towards litigation is the only available route. The week aims to highlight that mediation is not about conflict, nor is it about conciliation, a widely misunderstood misnomer. Rather mediation is abut about cooperation, communication and empowering families to make their own decisions safely and constructively.

This year's event sees an expanded programme offer events and training opportunities to both the public, and wider professionals. As Manning notes, many families first disclose relationship or parenting difficulties to teachers, GPs, counsellors or health visitors, well before approaching lawyers or mediators. By equipping those professionals with a basic understanding of mediation, the campaign seeks to improve early signposting and ensure families are aware of their options before positions harden and conflict escalates.

For those wanting to get involved, the Family Mediation Council has published a full programme of free webinars and in‑person events across England and Wales.

Webinar timetable:
https://www.familymediationcouncil.org.uk/family-mediation-week-2026-timetable/

In‑person events:
https://www.familymediationcouncil.org.uk/family-mediation-week-2026-local-events/

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

Christmas can be a tough time of year to stay sober; especially for those who struggle with addiction issues.

In this latest Today's Family Lawyer podcast two experts provide their views on how specialist services can support family law professionals, and by extension their clients, in their efforts to stay sober over the festive period.

Joining podcast host David Opie are Donna Muldoon, Reporting Manager and forensic toxicologist, and Sophie Lawrence, Client Manager from LexTox, a UK‑based accredited testing company.

The discussion explores the heightened risks faced by individuals struggling with alcohol or substance abuse, especially at this time of year which can often trigger relapses. Robust testing solutions deliver real‑time monitoring and act as a deterrent, helping clients maintain abstinence when temptation is at its peak.

Solutions including hair strand analysis, breath tests, and an innovative drug patch help keep clients on the straight and narrow.

Sophie brings a client‑focused perspective, sharing real case scenarios where testing has helped families demonstrate abstinence and avoid lengthy court proceedings. Her examples highlight how these services can provide reassurance to social workers, solicitors, and the courts, while ultimately supporting families to stay together.

The discussion also touches on the importance of chain of custody, ensuring results are reliable and admissible in court. Donna explains how patches are fitted, monitored, and removed under strict procedures, with photographs and paperwork providing a clear audit trail. The benefits also include immediacy of results, which traditional hair testing does not.

The podcast also explores how raising awareness of these tools is vital to ensure professionals can access the most effective testing options; despite the widespread use of drug patches in the US for decades, they are relatively new to UK and there is much work to be to educate the courts on their value.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP.

Recruitment and retention; almost always one of the top three items on the agenda at every partners meeting. Collaboration between education and industry could help professionals bridge the gap and identify new recruits at an earlier stage in their development.

So say Jonathan Whettingsteel Partner and Head of Family Law at Dutton Gregory, and Brad Kershaw, Course Leader for Law at Solent University.

An alumnus of Solent University, Jonathan maintained strong ties with the institution and when Brad joined the university as course leader the idea for a law clinic - a space where students could engage with real clients under professional supervision - was borne.

The clinic offers real world experience of the law and those who need the help of legal professionals. While popular media like Suits or LA Law may spark interest in legal careers, they rarely reflect reality. Law clinics provide students with exposure to genuine cases and client interactions, fostering professional skills beyond the classroom. Brad shared inspiring stories of students helping vulnerable individuals avoid homelessness, highlighting the profound societal impact of such initiatives.

Sadly the clinic offers a glimpse into the funding issues facing legal services. In just six months of the twice weekly clinic, nearly 200 clients were assisted.

There are other benefits.

• Students gain authentic, hands-on experience, improving employability and confidence.
• Industry benefits from community engagement, brand visibility, and access to future talent. For Dutton Gregory, the clinic serves as a pipeline for recruiting “the best and brightest.”
• Community members receive free legal advice, addressing gaps left by cuts to legal aid.

There are of course safeguards in place and the discussion briefly touches on the law student of the future, technologically literate and embracing innovation including AI.

Both guests acknowledged that law clinics partly compensate for reduced legal aid, offering a lifeline to those unable to afford representation. These partnerships are also a way to push back against government cuts; while Brad urged more industry/university synergy across disciplines to enhance education and community impact.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

The Today's Family Lawyer podcast explores the impact of the COVID-19 pandemic on co-parenting through the eyes of family law professionals; with Sophie Lougher, Director and Senior Solicitor, and Kathryn Fanstone a Solicitor at Zeus Family Law sharing their insight and experiences.

The Cardiff-based boutique firm was founded during the pandemic, driven by Sophie's own experience juggling a young family and professional commitments. Her passion for client care and practical legal advice sets the tone for the firm’s ethos. Kathryn trained and qualified at Zeus working on divorce, finance and children matters, and cohabitation disputes

The conversation centres on how co-parenting arrangements have shifted since the pandemic. Kathryn explains the rise of “nesting” – where children remain in the family home while parents rotate in and out – as a short-term solution aimed at minimising disruption for children. While beneficial in theory, she highlights the emotional and logistical strain it places on separating parents.

Many parents continue to have informal arrangements, which can at times lead to disputes around vaccinations, schooling, and the broader impact of equal parental responsibility. It's a 'grey area' says Sophie, with subsequent challenges to formalising temporary solutions

The episode closes with reflections on the importance of early legal advice, realistic expectations, and the shift towards less confrontational language in family law. Sophie and Kathryn emphasise the need for tailored guidance that balances the best interests of the child with the wellbeing of both parents.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.

The Today's Family Lawyer Podcast welcomes co-founder and Head of Innovation at Family Law Partners Alan Larkin on to discuss his vision for family law.

Through his career Larkin has championed access to justice, and the evolution of client experience; and the use of technology to support these objectives - work which has recently been recognised with the award of an honorary doctorate by the University of Brighton for his sustained impact on the legal profession

A late bloomer in law, Larkin joined the profession aged 35 having come from the voluntary sector. Frustrated by the lack of technology in family law he set about using it to redesign legal processes to better serve individuals navigating family breakdowns; leading to the design of the first versions of onboarding platform. Nova Engage.

He describes how the traditional first consultation—often dominated by lengthy questioning—can be overwhelming for clients in distress; an issue technology can play its part of solving, although he is at pains to point out technology doesn’t replace lawyers but enhances their ability to connect with clients. Instead technology provides a “soft landing,” reducing stress and improving cognitive engagement during consultations.

The law should still be conducted by lawyers says Larkin, but software can offer contextual guidance and reassurance, enabling the lawyer to focus on the legal work.

Much work remains on access to justice, particularly when it comes to the public's understanding of the law. Larkin notes that most people are unaware of alternatives to court, despite the existence of multiple dispute resolution models. He advocates for using technology to scale public awareness and promote collaborative, non-adversarial approaches.

The Today's Family Lawyer podcast is available on your preferred podcast provider and at www.todaysfamilylawyer.co.uk.

Subscribe to Today's Family Lawyer to receive our FREE weekly newsletter, out every Thursday and listen in to the podcast to hear all the latest news and views from across the family law sector. Thank you to our Podcast Sponsors LEAP and Moneypenny.