How often will you update me?

What law firms need to publish

Being left in the dark is the single most common complaint about solicitors, and clients who have experienced it once ask before instructing anyone again.

How customers actually ask it

The same intent arrives in wording your page probably does not use. All of these mean the same thing:

“How often will you update me?”
“will I hear from you”
“how do I know what is happening”
“who do I contact about my case”
“communication”

What a complete answer contains

For law firms specifically, an answer is only complete when it covers all 5:

1
The expected frequency of updates, as an interval rather than 'regularly'
2
The channel — email, phone, portal — and whether the client can choose
3
Who their point of contact is, and who covers when that person is away
4
Expected response time to a client message
5
That an absence of news is itself communicated, since silence during slow stages is what clients read as neglect

A worked example

Illustrative — not a real business

You get an update at least every fortnight, by email or phone as you prefer, even when the answer is that we are waiting on the other side — which happens often and is what most people find hardest. Your point of contact is the solicitor handling the matter, with a named paralegal covering annual leave. Messages are answered within one working day.

Which page should own it

How we work or client care page

What silence costs

It is the leading cause of complaints to the Legal Ombudsman. Answering it in advance sets an expectation you can meet, rather than one the client invented.

Does your site answer this already?

Point RubyRep at your website and ask it this exact question. If it cannot answer, neither can your customers.