The most common problem involves attorneys failure to return required reports. Additional problems include inaccurate reporting by attorneys regarding the status of a referral and disputes with panel attorneys about the fees due. The rules of most programs provide that attorneys who do not return required reports become ineligible to receive additional referrals. Lawyer referral services, however, must develop procedures to compel attorneys to report on LRS referrals, even if they no longer are members of the service. Similarly, the LRS needs to decide in advance how it will handle inaccurate reports and fee disputes with paned members.
Many programs require that fee disputes be submitted to arbitration.
A comprehensive follow up system with both attorneys and clients is essential to the success of the program. As panel members return referral sheets, those cases that have been accepted are listed on the report. The service should require attorneys to send these status reports periodically, rather than ask them to report their fees only at the conclusion of the matter. Attorneys who are delinquent in returning the reports should be ineligible to receive additional referrals. Such questionnaires solicit feedback about the client s satisfaction with the referral service and the attorney, as well as information about the fees that have been paid.