Understanding SRA Transparency Rules: How to Stay SRA Compliant and Build Client Trust

Nowadays, clients expect law firms to be open about pricing, process, and service quality. The Solicitors Regulation Authority (SRA) Transparency Rules were introduced to make that expectation a regulatory requirement — helping consumers make informed choices while driving greater trust in the legal profession.

For law firms, these rules go beyond compliance. They present an opportunity to strengthen your brand, improve client experience, and demonstrate integrity before a client even makes contact.This guide from MAR Legal explains what the SRA Transparency Rules are, why they matter, how to comply, and how your firm can turn transparency into a commercial advantage.

What Are the SRA Transparency Rules?

SRA Transparency Rules came into force in December 2018 as part of the SRA’s wider Standards and Regulations framework. They require all regulated law firms in England and Wales to publish certain information on their websites — particularly regarding pricing and services.

The purpose of the rules is to:

• Help consumers compare legal providers more easily;
• Clarify what clients can expect to pay and receive; and
• Improve public confidence in legal services.

The SRA has stated that transparency builds trust by ensuring “clients are not surprised by costs, and understand what they are paying for.”

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Which Firms Do the Transparency Rules Apply To?

All firms regulated by the SRA must comply if they provide specific, commonly used legal services to members of the public or small businesses.

If your firm provides any of these services — or advertises them online — you must publish transparent and accurate pricing information.

However, even firms that do not fall under these categories are encouraged to publish clear fee information voluntarily. Doing so is viewed positively by both clients and the regulator, signalling a proactive approach to openness and client care.

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What Information Must Be Published?

WUnder the SRA’s requirements, your firm’s website must clearly display the following:

1. Price and Service Information

This should include:

• Typical costs or price ranges for each service (including VAT);
• What those costs cover (and what they don’t);
• Likely disbursements (e.g. court fees, Land Registry costs);
• Details of who will carry out the work and their qualifications; and
• Typical timescales for key stages.

For example, a conveyancing page should outline the average legal fees, expected additional charges, and whether they vary based on property value.

The SRA provides templates and examples in its Price and Service Guidance.

2. Complaints Information

Every firm must explain:

• How clients can make a complaint to the firm;
• What the process involves; and
• Their right to refer unresolved complaints to the Legal Ombudsman and SRA.

You must also include links to both organisations. The SRA expects the complaints process to be visible, accessible, and written in plain English.

3. SRA Digital Badge

Every SRA-regulated firm must display a digital badge on its website to confirm it is authorised and regulated. The badge links directly to the SRA’s register and provides reassurance to clients that the firm is legitimate and accountable.

If your firm does not display the digital badge or if it is incorrectly configured, you may be in breach of the rules. You can access the official integration guide here: SRA Digital Badge Guidance.

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Why Transparency Compliance Matters

Transparency isn’t just a regulatory obligation — it’s central to modern legal marketing and client experience.

1. It’s a Legal and Regulatory Requirement

Failing to comply with the Transparency Rules can result in regulatory action. In 2024, the SRA issued multiple fines to firms that failed to publish pricing or complaints information, demonstrating its commitment to enforcement.

Repeat or wilful non-compliance may even trigger a disciplinary investigation under Principles 2 and 7 (upholding public trust and acting in the best interests of clients).

2. It Builds Client Trust

Research from the Legal Services Board found that 73% of consumers are more likely to contact a firm that displays clear prices and processes online. Transparent firms are perceived as more honest, professional, and approachable.

In a competitive market, this visibility can be the difference between a potential client contacting you — or your competitor.

3. It Supports Better Digital Marketing

Transparency compliance also helps your firm’s website perform better online. Google’s Helpful Content updates prioritise trustworthy, informative content — meaning clear, factual pricing and process explanations can boost your search rankings and website engagement.

4. It Reduces Complaints

By setting expectations clearly from the start, firms see fewer disputes over costs or service quality. A transparent website can therefore reduce internal complaints and escalation to the Legal Ombudsman.

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How to Ensure Compliance — Step by Step

Step 1: Audit Your Website Content

MAR Legal offers a full Transparency Compliance Audit to identify any gaps in your firm’s content and recommend improvements.

Step 2: Update Service and Pricing Pages

Avoid legal jargon and write in client-friendly language. For example, instead of “disbursement”, explain it as “payments to third parties, such as the court or Land Registry”.

Step 3: Add Complaints Information

Step 4: Check the SRA Digital Badge

Ensure your digital badge is installed correctly and functioning. Each badge is unique to the firm’s SRA number and cannot be copied or reused from another website.

Step 5: Maintain and Review Regularly

Transparency compliance is not a one-time task. You should review your content at least every six months, or whenever fees or services change. The SRA may carry out random spot checks — and a neglected website can lead to enforcement action.

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Common Mistakes to Avoid

1. Using vague phrases like “fees available on request.”
   – The SRA has clarified this does not meet transparency requirements.
   
2. Listing outdated or misleading prices.
   – If your fee structure has changed, you must update your website immediately.
   
3. Hiding complaints information in downloadable PDFs.
   – The process must be easily accessible from your website pages.
   
4. Failing to show who will handle the work.
   – Clients must know the qualifications of the person delivering the service.
   
5. Ignoring accessibility.
   – Information should be clear, easy to read, and accessible to all users, in line with the Equality Act 2010.

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The Business Case for Clarity

Transparency is now part of the client journey. Firms that embrace it don’t just avoid regulatory risk — they win more work.

When potential clients see upfront pricing and straightforward explanations, it removes the fear of hidden costs and complexity. This clarity helps:

• Improve conversion rates from website enquiries;
• Strengthen client satisfaction and reviews;
• Demonstrate a firm’s confidence in its value; and
• Support long-term reputation building.

A transparent website signals a modern, client-focused firm — exactly the kind of practice that today’s legal consumers want to engage with.

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Further Resources

For further reading, see:

• Law Society – Marketing and Transparency Guidance
• SRA Transparency Rules (official)
• Legal Ombudsman – Complaints Process
• SRA Price and Service Guidance

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