Some practitioners still act as though they have an exclusive right to deliver legal services simply because they are solicitors - and are guilty of adopting an attitude that clients can take it or leave it, the head of Co-Operative Legal Services claimed this week.

Managing director Eddie Ryan told the Gazette: 'Consumers have changed. They're now saying, "I'm paying these guys' wages and they must do what I want". Customer focus is all-important.'

Co-Operative Legal Services already has 62 staff, despite launching only six months ago and for now being focused on supplying services to the group's members in areas such as conveyancing and wills and probate. Once alternative business structures are allowed, it will market these services to non-members.

Ryan said businesses like Co-Operative Legal Services would not sound the death knell for high street firms.

However, he added: 'The market is changing. It always does, and the supplier who comes at it from the direction of what the consumer needs will emerge the winner.'

See also Alternative Agenda

Jonathan Rayner