The study found that 52 per cent of clients prefer formal dress, while presentation also extends to digital presence. Some 51 per cent of respondents said they want to see photographs of lawyers when browsing a firm’s website, highlighting the growing importance of appearance both in person and online.

The findings point to a shift back towards more traditional corporate norms, following a period in which business casual became widespread. Firms including Travers Smith, Dechert and Baker McKenzie had relaxed dress codes in recent years, with some London offices permitting jeans before the pandemic, although formal attire remained the expectation for court appearances and client-facing work.

The move towards casual dress in professional settings has often been linked to the influence of the technology sector, popularised by figures such as Mark Zuckerberg, whose informal style helped normalise hoodies and trainers in the workplace.

Remote working during the pandemic further accelerated the trend, blurring boundaries between home and office. However, the research indicates that clients continue to place value on a polished, professional image despite the persistence of hybrid working.

Beyond appearance, the report highlights strong client expectations around communication and accessibility. A total of 88 per cent expect direct contact details for their lawyers, while 85 per cent want at least weekly updates and 83 per cent expect same-day responses. Four in five respondents (81 per cent) also said access to an online portal for documents and updates is important.

Demand for constant availability is also increasing, with two-thirds of respondents expecting to be able to speak to someone at any time, and 59 per cent wanting live chat functionality on law firm websites.

Clients also prioritise easy access to key information online, including clear descriptions of services, transparent pricing, detailed lawyer profiles and straightforward ways to make contact.

Despite these expectations, overall satisfaction remains relatively high. The study found that 84 per cent of clients said firms met their service expectations, while 68 per cent reported satisfaction with pricing.

The findings come from What do clients want, need and expect 2026?, a report produced by the Law Firm Marketing Club, which surveyed 642 UK consumers. Around three-quarters of them had sought advice from lawyers on personal issues, with the remainder seeking legal support related to business.