Voluntary code of conduct for digital comparison tools operating in the legal services market
11 February 2021
- Websites are independent (not owned, controlled or managed by legal services providers).
- Websites should include easily accessible, clear information about any commercial relationships with legal services providers. This should include information about referral fees where applicable.
- Information on legal services providers should be correct and up to date.
- Information should be displayed in a way which is fair, clear and not misleading.
- Consumers should be able to compare providers on information other than price.
- There should be a straightforward process in place for consumers to amend or remove a review they have posted.
- Websites should have a clear complaints policy for both consumers and legal services providers.
- Websites should only publish reviews which they reasonably believe to be from clients or prospective clients* of the legal services provider.
- There should be a transparent process for legal services providers to challenge reviews they believe are not from their clients or prospective clients.
- There should be a facility for legal services providers to respond to reviews.
- Websites should comply with all legal obligations relating to user’s personal data.
*A prospective client is someone who interacted with the legal services provider in considering whether to instruct them and so experienced an element of customer service.