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If you ask them what it is about "the market" that is broken they cannot tell you, they are forced to resort to anecdotes. I was informed by their delegate at once conference that because he had received wildly differing quotes himself for getting a Will he assumed that it would be necessary to force every firm to publish a standard fee for a conveyancing matter online for the benefit of consumers. I am still trying to understand the link between these two things but what I do get is that someone in the HCA is on a work-creation scheme. On the one hand they desperately want to commodotise legal services so you buy them by the pound (oops showing my age) and on the other they complain that people want better service for their money. The thing that needs fixing is that they need to decide who is using the departmental brain cell today and get that person to make the decisions, not the other guy.