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Access to Justice for all? What we conclude from four years of consumer research or How I bought a house without understanding what conveyancing was Alex Roy. The conclusion?. We focus too much on the need to change consumers’ knowledge, trust or income
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Access to Justice for all?What we conclude from four years of consumer researchorHow I bought a house without understanding what conveyancing wasAlex Roy
“Sadly this just seems to indicate that the LSB don't appreciate the current market... solicitors are businesses. There is a need to provide any service at the appropriate cost and advice on prevention needs to be appropriately priced. There appears to be little incentive or opportunity to explore or become involved in such a market without demonstrating a clearer benefit to the business involved.
The research tends to suggest a sensible approach [is undertaken] by the legal profession not to undersell itself and to have regard to the actual cost involved in the provision of legal services.”
49% of consumers have had a judiciable problem in the past three years.
37% of individuals handled their legal issue without help.
52% of small businesses handled their legal issue without help.
83% of consumers said service either met or exceeded expectations.
The value of the small business legal market could be up to £100bn.
8% of consumers negotiated over their legal fees.
One third of consumers who were dis-satisfied raised the issue, but didn’t complain.
77% of consumers who negotiated managed to get their fees reduced.
LSCP Tracker survey 2012 – % who would trust to tell the truth
System 1 thinking is likely to dominate choices in situations where the individual does not have the capacity, knowledge or time to make more analytical decisions.
The nature of legal services is that providers will have more knowledge than customers.
“I decided to start my own business…. I was in contact with three or four [solicitors]. The first one I contacted replied; so the second time I explained that I was Deaf. No reply since then. So I contacted the solicitor’s receptionist and she said she needed to talk to them before getting back to me. I was being ignored.”
“Yes, they added post-it notes next to legal jargons to explain in simpler terms. It was a good solicitor, she would write, this means what ...or you would need to do what? This was a good solicitor but the one I had for car crash solicitor is not good.”
“We went to a solicitor [company name]… big in [local town] and they had a lady there who dealt with learning difficulty and disability… and I was so, you know, really pleased about that - I couldn’t believe it.”
“I didn’t realise that I could get advice through citizens advice, I thought it was just there for other things like…tenancy agreements and stuff like that…it wasn’t until me brother said ‘we’ve got to get this sorted (name)’ you know, and he said we’ll go to citizens advice bureau and see what they say.”
Consumer Panel Tracking Survey 2013 – Briefing note 2: Shopping for legal services
All LSB Research can be found at: https://research.legalservicesboard.org.uk/
Specific projects included in this presentation: