The Attorney Consumer Assistance Program (ACAP) receives around 19,000 to 20,000 calls a year regarding a plethora of complaints like fee disputes or lack of communication. In this episode of The Florida Bar Podcast, hosts Christine Bilbrey and Jonathon Israel talk to Shanell Schuyler, director of ACAP, about the most common complaints her office receives and how lawyers can avoid being the cause of these complaints. She also discusses how to handle payment disputes and what to do if clients refuse to pay.

Shanell Schuyler is director of the Attorney Consumer Assistance Program (ACAP) and Intake Department of The Florida Bar.