When someone contacts a motoring law firm, it’s rarely on a good day.
They’re usually worried, overwhelmed, and unsure what’s coming next. At MAJ Law, we speak to people every day who are facing some of the most stressful moments of their driving lives - and very often, the same concerns come up time and time again.
To better understand what our clients experience, we recently asked our admin team - the people who are often the very first point of contact - about the challenges they see day to day.
The responses were clear, consistent, and incredibly insightful.
This blog explains what clients worry about most, why certain parts of the process can feel frustrating, and what is actually happening behind the scenes once you instruct a solicitor.
“Am I Going to Lose My Licence?”
The overwhelming concern clients raise when they first contact us is losing their driving licence.
For many people, a licence isn’t just about convenience. It affects:
- employment and professional driving
- childcare and family commitments
- caring responsibilities
- independence and daily life
This fear is completely understandable.
However, one of the most important things we explain early on is that not every motoring offence leads to a ban, and outcomes are rarely as straightforward as people fear after a quick Google search.
Every case depends on:
- the specific allegation
- the evidence available
- your driving history
- the relevant legislation
- how the case is handled from the very beginning
This is why early, specialist advice matters. It replaces panic with clarity and allows decisions to be made based on facts, not worst-case assumptions.
The Role of the Admin Team: The First Voice You Speak To
One thing that came through strongly from the questionnaire responses is just how crucial the admin team is to the MAJ Law process.
From the moment a client makes contact, admin staff are responsible for:
- processing incoming enquiries
- ensuring call-backs happen promptly
- taking initial details to set up case files
- managing ongoing calls and queries
- directing urgent matters appropriately
They are the first port of call, and often the most consistent point of contact throughout a case.
As one team member explained, admin staff experience the full emotional spectrum of client contact - from upset and anger, to relief and gratitude. They are often the first people to receive frustration and distress, and equally the first to reassure and guide.
Clients don’t always know what offence they are facing or what paperwork means. Admin staff must quickly understand the situation, decipher what help is needed, and decide who is best placed to take the call - all while ensuring every client is responded to.
This balancing act requires judgement, empathy, organisation, and care.
Managing Anxiety and Emotional Clients
Another key theme from the questionnaire was the challenge of managing anxious or emotional clients.
Motoring offences can be deeply unsettling, particularly for people who have never dealt with the legal system before. Fear of court, loss of licence, financial impact, and uncertainty all contribute to heightened emotions.
Admin staff play a vital role in:
- calming immediate panic
- explaining what is normal at each stage
- reassuring clients that they have been heard
- helping clients feel supported before legal advice even begins
One team member highlighted that having formal counselling training has become a real asset in their role, allowing them to offer an extended level of care, empathy, and understanding. This reinforces something we strongly believe at MAJ Law - that client care is not just procedural, it’s human.
Balancing Client Care With Firm Processes
Another predominant response from the questionnaire was how challenging it can be to balance client care with firm processes.
Clients naturally want:
- frequent updates
- quick answers
- reassurance that something is happening
At the same time, the legal process follows strict procedures and timelines that cannot be rushed. Behind the scenes, these processes exist to ensure:
- evidence is reviewed properly
- deadlines are met
- advice is accurate, not reactive
- cases are prepared thoroughly and professionally
These systems are not barriers. They are safeguards designed to protect clients and their cases, even when progress feels slow from the outside.
“Why Does It Go Quiet After I Sign Up?”
One of the most common frustrations clients experience is the quiet period after instruction.
As our Head of Administration explained:
After a client has signed up, there is often a period where things go quiet while we wait for the initial evidence to come in. This is not because nothing is happening or because matters are being left until the last minute - it is simply how the process works.
At this stage, we are often waiting for:
- police disclosure
- evidence bundles
- charging decisions
- court listings
This waiting period is normal and unavoidable. Importantly, silence does not mean inactivity. It means the case cannot progress responsibly until the necessary information is received.
Understanding this upfront helps reduce unnecessary stress and avoids the feeling that nothing is being done.
What Payments Actually Cover
One of the most challenging conversations for admin staff (and one that clients often misunderstand) is what legal fees actually cover.
Fees are not just for:
- court appearances
- a single phone call
- or one piece of paperwork
They reflect:
- time spent reviewing evidence
- preparation and case strategy
- correspondence with police, courts, and third parties
- ongoing advice and support
- ensuring deadlines and procedures are properly followed
Much of this work happens quietly behind the scenes, long before a case reaches court.
Understanding this helps explain why payments are required upfront and why work cannot continue without funds on account. It ensures cases are properly resourced from the outset and handled with the care they deserve.
Why We’re Sharing This
We’re sharing these insights because understanding the process reduces stress.
When clients know:
- why licence loss is not always inevitable
- why there may be quiet periods
- what admin staff actually do behind the scenes
- what legal fees truly cover
they feel more informed, reassured, and in control.
At MAJ Law, our admin team is a vital part of the client journey - offering clarity, compassion, and support at some of the most difficult moments.
If you’re facing a motoring offence and feeling unsure about what happens next, speaking to the right people early can make all the difference.
Call us today on 0151 422 8020 - all of our initial advice is free.
Our lines are open 08:30-17:30 Monday to Friday
