*/
Profession
“People are acutely conscious of their vulnerability when using legal services” and are “intimidated by the law and lawyers”, according to Empowering Consumers, a report from the Legal Services Consumer Panel.
Published in March, the report presented the first phase of research commissioned by the Legal Services Board (LSB) and found an unequal power relationship between consumers and providers. Vulnerable consumers were “less confident, less trusting, less knowledgeable, less likely to shop around, less satisfied and less likely to complain”. Empowering consumers is therefore going to be “an uphill struggle”: 42% of people do nothing when dissatisfied with the service received; 71% of consumers are satisfied with ongoing communication during their matter, but this is one of the lowest rated aspects of customer service.
One of the problems is said to be “the complex regulatory landscape, with its multiple regulators and mixture of reserved and unreserved activities” which should be simplified for consumers, “even if this means hiding the actual complexities behind-the-scenes”. Above all, “the range of information that consumers need” should be delivered in a useful form, such as making “the legal activity rather than the type of lawyer the central organising principle”.
Codes of conduct should be harmonised – “there is no good reason in principle why lawyers doing essentially the same work should have to follow different rules”. In addition, “greater visibility of providers through more advertising, wider choice, growth in fixed fee deals and packaging of legal services in simpler language” – all early trends since the introduction of alternative business structures – should assist to empower consumers. The Panel felt that there was a compelling moral and economic case to strengthen prevention through creating the equivalent of NHS Direct for law, “using intelligent technology to provide a form of early diagnosis which people are most likely to use when experiencing a problem in order to work out what to do next”.
Nevertheless, consumer empowerment alone is not enough to deliver the regulatory objectives, the report said: “The LSB must ensure effective regulation before it can expect consumers to drive competition.”
The Panel has also released its response to the Transforming Legal Aid consultation, which focuses on the impact of the proposal to deny consumers the right to choose their own defence lawyers.
Published in March, the report presented the first phase of research commissioned by the Legal Services Board (LSB) and found an unequal power relationship between consumers and providers. Vulnerable consumers were “less confident, less trusting, less knowledgeable, less likely to shop around, less satisfied and less likely to complain”. Empowering consumers is therefore going to be “an uphill struggle”: 42% of people do nothing when dissatisfied with the service received; 71% of consumers are satisfied with ongoing communication during their matter, but this is one of the lowest rated aspects of customer service.
One of the problems is said to be “the complex regulatory landscape, with its multiple regulators and mixture of reserved and unreserved activities” which should be simplified for consumers, “even if this means hiding the actual complexities behind-the-scenes”. Above all, “the range of information that consumers need” should be delivered in a useful form, such as making “the legal activity rather than the type of lawyer the central organising principle”.
Codes of conduct should be harmonised – “there is no good reason in principle why lawyers doing essentially the same work should have to follow different rules”. In addition, “greater visibility of providers through more advertising, wider choice, growth in fixed fee deals and packaging of legal services in simpler language” – all early trends since the introduction of alternative business structures – should assist to empower consumers. The Panel felt that there was a compelling moral and economic case to strengthen prevention through creating the equivalent of NHS Direct for law, “using intelligent technology to provide a form of early diagnosis which people are most likely to use when experiencing a problem in order to work out what to do next”.
Nevertheless, consumer empowerment alone is not enough to deliver the regulatory objectives, the report said: “The LSB must ensure effective regulation before it can expect consumers to drive competition.”
The Panel has also released its response to the Transforming Legal Aid consultation, which focuses on the impact of the proposal to deny consumers the right to choose their own defence lawyers.
Profession
“People are acutely conscious of their vulnerability when using legal services” and are “intimidated by the law and lawyers”, according to Empowering Consumers, a report from the Legal Services Consumer Panel.
Chair of the Bar Sam Townend KC highlights some of the key achievements at the Bar Council this year
Louise Crush of Westgate Wealth Management highlights some of the ways you can cut your IHT bill
Rachel Davenport breaks down everything you need to know about AlphaBiolabs’ industry-leading laboratory testing services for legal matters
By Louise Crush of Westgate Wealth Management sets out the key steps to your dream property
A centre of excellence for youth justice, the Youth Justice Legal Centre provides specialist training, an advice line and a membership programme
By Kem Kemal of Henry Dannell
Mark Neale, Director General of the Bar Standards Board, offers an update on the Equality Rules consultation
Joanna Hardy-Susskind speaks to those walking away from the criminal Bar
Imposing a professional obligation to act in a way that advances equality, diversity and inclusion is the wrong way to achieve this ambition, says Nick Vineall KC
Tom Cosgrove KC looks at the government’s radical planning reform and the opportunities and challenges ahead for practitioners
By Ashley Friday of AlphaBiolabs
