In October’s Reputation Report, our team of specialists share their analysis on what lessons can be taken from this month’s biggest news stories. From the SRA’s repeated law firm failures to Buckingham Palace’s escalating ‘Prince Andrew problem’ and big business preparing for the November Budget, this reputation report explores what these events can teach us about crisis management, messaging, and protecting credibility.
If you prefer to watch rather than read, we’ve put together a quick video recap of this month’s report, highlighting the key insights and takeaways. Head over to our YouTube channel to watch the October Reputation Report here.
The SRA’s Unwanted Anniversary Crisis
Neil McLeod, Divisional Managing Director, Corporate
For the Solicitors’ Regulation Authority to face stinging criticism over its failure in the collapse of one law firm could be considered unfortunate.
To be hauled over the coals over a second, similar case 12 months after is beyond careless – it signals that something is very wrong within the organisation.
The SRA – which regulates solicitors in England and Wales and exists to protect the public interest – found itself in hot water in October 2024 over the collapse of law firm Axiom Ince.
The Legal Services Board scolded the SRA for dropping the ball over Axiom’s demise, which saw millions of pounds go missing and the SFO launch a criminal investigation into the collapse of the firm.
Now the SRA has found itself with unwanted annual déjà vu – this time, over the demise of SSB Law.
Again, the LSB has had to wade in, finding that the SRA failed to protect clients on no-win, no-fee cavity wall insulation claim deals with the firm.
Its investigation declared that the SRA failed to act effectively on 100 reports relating to SSB.
The SRA’s response isn’t to overhaul its organisation or practices, but to highlight that it may need to be more “intrusive” to help it investigate matters more robustly.
The SSB Law Victims Support Group has told how “thousands of families have suffered because regulators acted too slowly”, adding: “What’s needed now is genuine reform, faster intervention, and independent oversight to make sure promises of change are kept.”
If the SRA is keen not to wander haplessly into a third major scandal to follow SSB and Axiom Ince, it is advice best listened to.
Buckingham Palace’s ‘Prince’ Andrew Problem
Tim Jotischky, Divisional Managing Director, Reputation
For Andrew Mountbatten Windsor, as we must now call him, rock bottom is an elusive concept. His slow-motion defenestration began six years ago when he stood back from public life, and it hasn’t ended yet.
Partly that’s because the revelations keep coming, and they keep getting grimmer. Partly it’s because his responses to them are invariably tone deaf and make his predicament worse.
His announcement that he was relinquishing his titles, issued through Buckingham Palace, was typically cackhanded.
“We have concluded the continued accusations about me distract from the work of His Majesty and the Royal Family”.
This is the line perennially deployed by disgraced politicians. No acknowledgement that the allegations had merit; instead, an implication that he was being selfless by falling on his sword. The “we” was an additional diversionary touch, suggesting it was a joint decision rather than an instruction from his brother.
“I have decided, as I always have, to put my duty to my family and country first”.
This line doubled down on the selflessness. No contrition, no apology, no admission of guilt, no thought for Jeffrey Epstein’s victims. It’s why he will never escape the scandal.
By contrast, Buckingham Palace’s announcement 13 days later that Andrew was being stripped of his titles pointedly included the line: “Their Majesties wish to make clear that their thoughts and utmost sympathies have been, and will remain with, the victims and survivors of any and all forms of abuse.”
It was a marked change of strategy: allowing Prince Andrew to own the initial announcement was a misstep and suggesting that legislation to remove his titles would have wasted Parliamentary time didn’t ring true.
Buckingham Palace had tried to tread a fine line, distancing the Royal Family from Andrew without appearing to humiliate him. But royal advisors eventually concluded that the public appetite for humiliation had not been sated, and the story would not die.
Now, there is the prospect of further legal action against Andrew – but this time he will face it as a private individual, not a prince.
Big business goes on a pre-Budget offensive
Harry Cox, Account Director, Reputation
The airwaves and column inches are full of industry leaders espousing the benefits they bring to the economy and society. There must be a budget coming…
Rachel Reeves has a £22bn fiscal black hole to fill and no sector appears safe from the Chancellor’s wandering eye, which has led to some bullish communications decisions from the UK’s biggest businesses.
In a thundering column in The Times, M&S CEO Stuart Machin came out swinging. He urged the Chancellor to ‘change course’ to break out of her ‘economic doom loop’ as he laid out six no-nonsense demands.
This level of intervention from a cornerstone UK business like M&S is unusual. Typically, Britain’s biggest corporates aren’t overly outspoken in their criticism of government, but this is different. Tesco, Sainsbury’s, John Lewis and Boots have warned that Labour’s tax policies are driving up prices in the shops. The boss of BT has attacked “government-inflicted costs”.
Meanwhile, gambling companies, which have often preferred to stay below the parapet, have gone into overdrive since Gordon Brown floated the idea of increasing tax on the industry. Betfred stole the headlines with a claim they would have to shut every one of their 1,300 betting shops. Entain and Flutter both rolled out their CEOs for big-ticket interviews.
It could be that they are emboldened by the government’s unpopularity. There’s no need to fear backlash among consumers because the likelihood is they’re feeling the same.
But there’s an extra bitterness to these responses. A sense of betrayal. Labour wooed big business before the election, convincing them the government would be pro-growth. Undoubtedly, there have been challenging external forces at play, but who could blame them for having buyer’s remorse?
Beyond October’s reputation report review, our Reputation Management team helps organisations and individuals navigate crises, protect their credibility, and rebuild trust. Get in touch today to find out how our team of specialists can support you.