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It appears the CMA are specifically looking for evidence to support their concerns: "We would be concerned if customers are not getting a good deal, either because they do not know what to expect when purchasing a legal service, or because they are not seeking appropriate legal support in the first place."

Both points may be the apparent cause of the 13% cost effectiveness satisfaction. The law is complex, and some points are a mystery to consumers, who will not understand points lawyers may be concerned about, and assume that the cost was somehow inflated because of lawyerly pettifogging. Recently I observed sellers complaining about a hold up in their house sale because the buyers had noticed that access to the house was over a neighbour's land, and there was no formal right of way. The sellers couldn't understand the problem, and it was only because the neighbours were helpful and willing in formalising a deed of easement that the transaction proceeded at all. I bet that they are in the 87% dissatisfied category.