Media centre
Many clients feel alienated, let down by solicitors
Consumers need more information about the services they should receive from their solicitors, and solicitors need help to provide a good standard of service.
These are findings arising from a research survey conducted for the Solicitors Regulation Authority (SRA) as part of its drive to engage consumers in regulatory issues.
The survey revealed that one in five consumers feels let down by the standard of service they get from their solicitor. The main problems are
- the length of time taken to deal with a case,
- lack of communication, and
- the cost of the service.
Consumers are nervous at not knowing what the fees will be and feel that cases may be delayed to rack up more costs.
Consumers also felt alienated by the use of jargon and were frustrated at the loss of control from not being kept up to date on progress of their case.
Nearly 1,000 people in England and Wales took part in a survey and the SRA held a series of focus groups around the country in order to find out about consumer concerns.
"Consumers don't seem to understand the level of client care they should expect from a solicitor which is a cause of concern to us. While the majority of those surveyed were satisfied, all clients should be given cost and service level information when they use a solicitor. Clients should also know how their case is going to be handled, including an explanation of what uncertainties there may be", said SRA Chair Peter Williamson.
"Often people are using a solicitor when they are stressed or vulnerable which heightens the need for good client care as well as a good standard of service", he said.
The research with focus groups also highlighted confusion among consumers about which body handles complaints about solicitors and what merits making a complaint. There were significant barriers that got in the way of them taking action, such as the fear that it would end up costing them more or that complaining could make the situation worse.
Consumers also felt strongly that, when solicitors pay fees to people who introduce clients to them, those fees must be declared to the client.
"There is a mistaken perception among some consumers that the legal profession is not as regulated as other sectors and there is no threat or sanctions to keep solicitors in check.
"We need to undertake more public education to ensure that consumers know the standards they should expect from their solicitor. They need to be aware there is an independent regulator that monitors and enforces those standards", said Mr Williamson. "We also need to work with solicitors to help them ensure that their clients receive a good standard of service."
The SRA commissioned an omnibus survey of almost 1,000 adults in England and Wales, which was followed by a series of focus groups with people who had used the services of a solicitor in the past five years.
Download Consumer engagement in the solicitor services sector: Executive summary.