Family Law Hub

SRA publishes results of family law consumer research

Research was undertaken to see whether there are any issues around 'access, quality and costs' for vulnerable people

  • The Solicitors Regulatory Authority has published its report on how consumers fare when using family law solicitors.

    The research was commissioned to find out more about

    "experience of potentially vulnerable people using family law services, including whether there are any issues with access, quality and costs. Our Statement of Competence makes it clear that solicitors should consider and adapt their services for consumers who may be vulnerable."

    115 firms completed an online survey and a telephone survey was carried out with 117 consumers. More in-depth interviews with 16 firms and 23 consumers were also undertaken..

    The key findings highlighted by the SRA are that:

    • 86% of consumers reported that finding a solicitor was easy
    • 52% based their decision on personal recommendations
    • Consumers reported issues with accessing the necessary information to make an informed choice, particularly around cost and an individual solicitor's experience
    • 31% of consumers reported their solicitor's costs to be unaffordable
    • 47% of consumers felt that their solicitor's costs were more than expected and two thirds of those said they had not been told why
    • 85% of firms were offering unbundling and 88% fixed fees
    • consumers generally felt that their solicitor met the core competencies, particularly those relating to their professional manner
    • 58% of consumers rated the overall quality of the service they received as either good or excellent
    • 10% of consumers surveyed rated the service as 'very poor'.

    The full report, which also sets out what the SRA intends to do with the findings, can be accessed on the SRA website.

News, published: 02/03/2017

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Published: 02/03/2017

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