Crisis Communications for Law Firms: Lessons from Media Scandals

Close-up black and white image of a suited individual being interviewed by journalists, with multiple microphones and recording devices pointed towards them, symbolising media scrutiny and crisis communication. 

Introduction: Reputation Is Everything 

In 2025, the legal sector faced a reckoning. From the Horizon scandal to cultural exposés at the Bar, law firms and regulatory bodies were thrust into the spotlight. These events dominated headlines, disrupted trust, and offered a masterclass in crisis communications. For strategic marketers and firm leaders, the message is clear: reputation is not a passive asset. It is shaped by how you respond when the stakes are highest. 

1. Transparency Builds Trust 

The Horizon scandal, which implicated dozens of legal professionals, underscored the cost of delayed accountability. The Solicitors Regulation Authority (SRA) faced criticism for its slow and opaque response. In contrast, brands like American Airlines and Jet2 demonstrated how swift, empathetic communication can preserve public confidence. Jet2’s decision to lean into viral criticism on TikTok rather than retreat from it helped the brand regain control of the narrative. 

Takeaways for law firms: 

• Respond with clarity and speed 

• Acknowledge issues before speculation takes hold 

• Use human-centred messaging that reflects empathy and accountability

2. Culture Is a Public Concern 

Baroness Harman’s report on bullying and harassment at the Bar revealed systemic cultural failings. The Bar Standards Board is now considering reforms that include sanctions for failing to report misconduct. These developments show that internal culture is no longer confined to Human Resources policies. It is a reputational signal that clients, regulators, and the public are watching. 

Takeaways for law firms: 

• Conduct regular culture audits and training 

• Ensure reporting mechanisms are visible and trusted 

• Communicate values externally, not just internally 

  
  

3. Social Media Is a Reputation Risk 

From Astronomer Inc.’s kiss-cam scandal to American Eagle’s misjudged campaign tagline, 2025 reminded us that reputational damage often begins online. A single tweet, post, or viral clip can escalate into a full-blown crisis. For law firms, digital professionalism is no longer optional. It is a frontline defence. 

Takeaways for law firms: 

• Monitor digital channels proactively 

• Establish a social media crisis protocol 

• Train staff on online conduct and confidentiality 

  
  

4. Reputation Management Is Strategic 

Firms like Carter-Ruck and Harbottle & Lewis have long recognised reputation management as a core service. In 2025, even mid-sized firms are investing in proactive media strategies and privacy planning. The rise of citizen journalism and online reviews means that reputation is shaped in real time. It must be managed with foresight, not just hindsight. 

Takeaways for law firms: 

• Build relationships with reputation management experts 

• Prepare holding statements and media FAQs in advance 

• Treat reputation as a strategic pillar across the firm 

  
  

5. Ethics and Governance Are Under Scrutiny 

The collapse of firms such as SSB Law has prompted renewed focus on governance. Regulators, journalists, and clients are asking tougher questions about how firms manage risk, ethics, and compliance. In an era of heightened transparency, ethical leadership is not just expected. It must be demonstrated.

A recent political episode underscored this point with striking clarity. Angela Rayner’s resignation as Deputy Prime Minister followed revelations that she had underpaid stamp duty on a property purchase, a misstep she attributed to, allegedly, receiving 'incorrect' legal advice, she said "I deeply regret my decision to not seek additional specialist tax advice given both my position as housing secretary and my complex family arrangements."

While an ethics inquiry found she acted with integrity, it also noted she had ignored warnings that her legal counsel lacked specialist tax expertise. The incident triggered intense media scrutiny and public debate, reinforcing a key lesson for law firms: when legal advice intersects with public accountability, the stakes are high. In moments of reputational risk, the quality of legal guidance and the transparency of communications are critical, not only to resolving the issue but to maintaining public confidence.

Takeaways for law firms:

• Review governance structures regularly

• Communicate ethical commitments with clarity

• Be prepared to show how standards are upheld in practice

• Vet external counsel for specialist expertise when reputational risk is involved

• Treat legal advice as part of your brand’s accountability architecture

Conclusion: Crisis as a Catalyst for Change 

The scandals of 2025 have reshaped the conversation around legal reputation. Crisis communication is no longer a reactive function. It is a strategic capability that defines how firms are perceived and trusted. Those who respond with clarity, empathy, and integrity will not only weather reputational storms. They will emerge stronger, more resilient, and more aligned with the values their clients expect. 

Ready to future-proof your firm’s reputation? 

StudioDMK partners with law firms and professional services to build resilient, values-led brands.

If you’d like support developing a proactive crisis communications strategy or refining your reputation management approach, get in touch for a confidential consultation.