Nearly three quarters of clients believe they are getting good value for money from legal services - the highest figure yet recorded in the consumer watchdog’s annual snapshot. The latest Legal Services Consumer Panel Tracker Survey also reveals a record interest in ‘unbundled’ legal services, use of which was reported by 21% of respondents. Unbundling is especially pronounced in probate, trademarks, employment and immigration law, where more than one in three consumers use it.

Elsewhere, the survey found satisfaction with the service received from legal providers rose by 1 percentage point to 88%; satisfaction with the outcome of the case is similarly high, at 89%. While more clients are prepared to shop around, traditional routes such as personal recommendations remain the most popular way to choose a legal services provider. Use of price comparison websites languishes at 4%; only 3% of respondents said they used a legal regulator’s website or phone line.  

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‘Plain language’ definition could boost unbundling

The tracker survey was based on conversations earlier this year with 3,750 users of legal services, 90% of which came from a regulated provider. 

Other findings included: 

  • Nearly half (46%) of clients received face-to-face services; those from lower socio economic groups were more likely to receive face-to-face services. 
  • A majority (57%) of bills were calculated as a fixed fee, with only 10% charged an hourly rate. 
  • The three key factors that clients said would increase their trust in a legal professional were being regulated (90%), being a specialist (89%), and explaining things in a way they could understand (88%). 
  • More than half of clients (53%) reported that they would not know how to go about making a complaint if they were dissatisfied; only half of those who knew how to complain (49%) said they would first complain directly to the firm.

Publishing the survey report (illustrated with a gavel on the cover), Tom Hayhoe, Legal Services Consumer Panel chair, stressed the potential of unbundling to cut legal costs. ‘It is scandalous that so many people who need legal advice cannot afford it,’ he said. ‘Innovative and affordable delivery models are no longer optional; they are essential to ensuring everyone can access a level playing field, not just those who can foot the bill.’ 

Hayhoe applauded the Law Society’s actions to understand the risks in unbundling legal services - but called on regulators ‘to play their part in ensuring unbundling is a viable option. Regulators cannot sit on the sidelines – they must act now to grow the legal services consumer base with affordable options.’