Research into the experiences and effectiveness of solicitors’ first tier complaints handling processes – January 2018

Practice area: Behavioural and experimental economics | Behavioural Economics | Consumer and firm behaviour | Consumer behaviour and protection
Client: The Solicitors Regulation Authority (SRA)
Published: 08 January, 2018
Keywords: qualitative analysis quantitative analysis

The Solicitors Regulation Authority (SRA) and Legal Ombudsman jointly commissioned London Economics and YouGov to undertake research into solicitors’ handling of first tier complaints. The study used a consumer survey, a survey of firms and depth interviews with firms and consumers, to understand consumers’ and solicitors’ experiences of the complaints process. The research identified recommended actions for firms and the SRA/Legal Ombudsman to improve consumers’ experiences of first tier complaints. The findings of the research will feed into the SRA’s Looking to the Future reform programme, specifically informing the SRA’s response to the Competition and Markets Authority (CMA) Legal Services Market Study (2016).