By Neil Rose


Two-thirds of clients were satisfied with the services they received from solicitors, an opinion poll has shown.



However, the independent survey, commissioned by the Solicitors Regulation Authority (SRA) and augmented by focus groups, also found that consumers think solicitors are not properly regulated and do not know where to complain.



The survey of 917 members of the public - of whom 40% had used legal services in the past five years - found that 19% were dissatisfied with the service they received. Matrimonial and personal injury clients were the most dissatisfied, with conveyancing and wills and probate clients the least.



Aside from unhappiness with the outcome of a case, there were concerns about poor communication, cost and delays. The focus groups highlighted a broader sense that solicitors fail to deliver sufficient support and personal services.



At the same time, solicitors scored higher than banks, insurers, financial advisers and estate agents when the public was asked which served the public interest.



The research uncovered a high level of confusion about where to turn with a complaint - 47% said a Citizens Advice Bureau - and only 2% had actually complained formally. Many feared a complaint would end up costing them more or make the situation worse. Overall, there was a perception that the legal profession is under-regulated.



SRA board chairman Peter Williamson said greater public education was required: '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... We also need to work with solicitors to help them ensure that their clients receive a good standard of service.'



Law Society chief executive Des Hudson said: 'I'm encouraged that 65% were satisfied with the services provided by their solicitors, who score higher with the public than other service providers such as banks. The sceptical among us will not be surprised to see a regulator spinning more regulation as the answer but the challenge for the SRA is not to regulate more, but to regulate smarter.'



The research also found widespread ignorance of referral arrangements. Full transparency, including of any fee, was needed to allay concerns, it said.



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