How lawyers should respond to negative reviews
A lawyer's duty of confidentiality does not stop at the review box. The American Bar Association has said exactly what you may and may not write.
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What ABA Formal Opinion 496 says
In January 2021 the ABA published Formal Opinion 496 on responding to online criticism (ABA). In short: a negative review alone does not let a lawyer disclose information relating to the client's representation; lawyers should consider not responding at all; and if they do respond, it is acceptable to invite the reviewer to contact them privately or to say that professional considerations prevent a response.
Outside the US the details differ, but confidentiality rules for lawyers are strict in every jurisdiction. Check your own bar or law society rules.
The rules
- Do not confirm the reviewer was a client.
- Do not mention the matter, the outcome, fees or anything the client told you.
- Keep it short. A long rebuttal reads as defensive and risks disclosure.
- Invite private contact, or say professional obligations prevent a response.
- If the reviewer is an opposing party, the same rules apply: say nothing about the case.
What not to write
- “You lost because you didn't follow our advice.”
- “You still owe us for three months of work.”
- “The judge ruled against you on the evidence.”
Example replies
Illustrative example, not a real review
Review (1★): Never returned my calls and I lost my case.
Example reply:
Thank you for your feedback. Professional confidentiality rules mean we can't discuss any matter here. If you would like to talk, please contact [name] at [phone or email].
– [Name], [Firm]
Illustrative example, not a real review
Review (1★): Charged me a fortune for nothing.
Example reply:
We take all feedback seriously. Professional obligations prevent us from responding to the details of any matter in public. Please contact our office at [phone] if you would like to discuss your concerns.
– [Firm]
Illustrative example, not a real review
Review (1★): This firm represented my ex and lied in court.
Example reply:
Thank you for your review. Professional confidentiality rules mean we can't comment on any matter here.
– [Firm]
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Replies written for your real reviews
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Other industries
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Sources
- ABA Formal Opinion 496: responding to online criticism (Jan 2021)
- Google Business Profile Help: Manage customer reviews
- Maps user contributed content policy
- 16 CFR 465.7: review suppression
FAQ
Is it better not to reply?
ABA Opinion 496 says lawyers should consider not responding. If you reply, keep it to an invitation to talk privately or a statement that professional considerations prevent a response.
Can I ask Google to remove a false review?
You can report a review that breaks the Maps content policy. Do not threaten the reviewer.