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Research and reports

2016     2015     2014     2013     2012     2011     2010

Date Title Description

2016

   
19 July 2016 Legal Services Consumer Tracker 2016 Insight Report (pdf, 2,604kb) An insight report compiled by YouGov summarising the Tracker Survey data
19 July 2016 Tracker Survey Briefing 2: How consumers are using legal services (pdf, 488kb) The second of the 2016 Tracker Survey briefings
19 July 2016 Tracker Survey Briefing 1: How consumers are choosing legal services (pdf, 368kb) The first of the 2016 Tracker Survey Briefings
19 May 2016 Priority Areas of Law (pdf, 379kb) The Panel's response to its commission from the Legal Services Board on the areas of law it should prioritise in carrying out its work on unmet legal need
02 February 2016 Opening up data in legal services (pdf, 625kb) The Panel's response to its commission from the Legal Services Board on information regulators should collect and publish to inform consumer choice

2015

   
27 November 2015 Tracker Survey 2015 - data tables for recent users (Excel, 730kb) Full data tables from the 2015 Tracker Survey - a sample of recent users of legal services
27 November 2015 Tracker Survey 2015 - data tables for general public sample (Excel, 528kb) Full data tables from the 2015 Tracker Survey - a sample of the general population
17 November 2015 Tracker Briefing 3: Wales (Welsh language version) (pdf, 1,005kb) Welsh language version of the third of the 2015 Tracker Survey briefings, comparing the situation in England and Wales
17 November 2015 Tracker Briefing 3: Wales (pdf, 916kb) The third of the 2015 Tracker Survey briefings, comparing the situation in England and Wales
17 November 2015 Tracker Briefing 2: How consumers use legal services (pdf, 568kb) The second of the 2015 Tracker Survey briefings
17 November 2015 Tracker Briefing 1: How consumers choose legal services (pdf, 538kb) The first of the 2015 Tracker Survey briefings
6 November 2015 Unbundling legal services (pdf, 137kb) Meeting note from the Consumer Panel's workshop on unbundled legal services
17 September 2015 Qualitative research exploring experiences and perceptions of unbundled legal services (pdf, 6.6mb) Research report by Ipsos Mori exploring the consumer, practitioner and judicial experiences and perceptions of unbundled legal services
19 March 2015

Comparing methods of service delivery: a case study on divorce (pdf, 3.3mb) Research report by BDRC comparing the consumer experience of online and face to face delivery, using divorce as a case study

2014

   
05 December 2014 Consumer Impact Report 2014 The third edition of our flagship evaluation of the legal services reforms
18 November 2014 2020 Legal Services – How regulators prepare for the future (pdf, 467kb) A major report on the future of legal services
28 October 2014 Legal Wales Conference (Ppt, 198kb) Elisabeth Davies' slides from the 2014 Legal Wales Conference in Bangor
15 October 2014 Guide to consumer vulnerability (pdf, 448kb) A guide to help regulators recognise and respond to vulnerable consumers
05 June 2014 BIS call for evidence - Remapping consumer redress (pdf, 444kb) Submission to the BIS call for evidence on implementing the ADR Directive
29 May 2014 Tracker Survey 2014 - data tables for recent users (Excel, 615kb) Full data tables from the 2014 Tracker Survey relating to part 2 of the research - a sample of recent users of legal services
29 May 2014 Tracker Survey 2014 - data tables for general public sample (Excel, 593kb) Full data tables from the 2014 Tracker Survey relating to part 1 of the research - a sample of the general population
29 May 2014 Tracker Briefing 3: Wales (pdf, 870kb) The third of the 2014 Tracker Briefings
29 May 2014 Tracker Briefing 2: Confidence and satisfaction (pdf, 705kb) The second of the 2014 Tracker Briefings
23 May 2014 Tracker Briefing 1: A changing market (pdf, 341kb) The first of the 2014 Tracker Briefings
17 April 2014 Fee-charging McKenzie Friends (pdf, 513kb) The Panel's report on fee-charging McKenzie Friends
3 April 2014 Accreditation schemes - progress report (pdf, 424kb) Review of progress made by accreditation schemes since the Panel's report in 2011
3 April 2014 Accreditation schemes - individual assessments of schemes (pdf, 1.83mb) The Panel's assessment of individual schemes
30 January 2014 The consumer interest (pdf, 252kb) A tool to help regulators work out the consumer interest

2013

   
18 December 2013 Are Ombudsmen ready for the future? (pdf, 119kb) Meeting note on Consumer Panel seminar with UCL
5 December 2013 Benchmarking the Legal Ombudsman updated (pdf, 892kb) The Panel publishes the first independent benchmarking report into the Legal Ombudsman's complaints handling performance
24 September 2013 Third party complaints case studies (pdf, 244kb) Case studies based on real complaints which had to be turned away by the Legal Ombudsman
29 July 2013 What happens when people with learning disabilities need advice about the law - Easy Read (pdf 1MB) Easy Read version of the report on experiences of people with learning disabilities
29 July 2013 What happens when people with learning disabilities need advice about the law - full report (pdf 1.26MB) Independent research carried out by the Norah Fry Research Centre on the experiences of people with learning disabilities, and family carers, who need to access legal advice
27 June 2013 Tracker survey 2013 - data tables for recent users of legal services (excel, 162kb) Full data tables from the 2013 Tracker Survey relating to part 2 of the research - a sample of recent users of legal services
27 June 2013 Tracker survey 2013 - data tables for general public sample (excel, 476kb) Full data tables from the 2013 Tracker Survey relating to part 1 of the research - a sample of the general population
27 June 2013 Tracker Briefing 4 - Public confidence in the market (pdf, 506kb) The final briefing from the 2013 Tracker Survey
14 June 2013 Tracker Briefing 3 - satisfaction with legal services (pdf, 426kb) The third briefing from the 2013 tracker survey, focusing on satisfaction levels
10 June 2013 Financial Protection Arrangements (pdf, 595kb) The Panel's report on regulators' financial protection arrangements
10 June 2013 Risk and Responsibility (pdf, 337kb) A discussion of the wider issue of how risk and responsibility should be divided between consumers and providers
30 May 2013 Tracker Briefing 2 - shopping for legal services (pdf, 723kb) The second of four briefings on the 2013 tracker survey
20 May 2013 Tracker Briefing 1 - using and funding legal services (pdf, 810kb) The first of the Panel's briefings on the 2013 tracker survey
9 May 2013 Good practice standards for comparison websites (pdf, 117kb) The Panel's final good practice standards for legal comparison websites
14 March 2013 Empowering Consumers - Phase One report (pdf, 324kb) The Panel's report to the Legal Services Board on how regulators can help consumers play a more active role in the legal services market
2 February 2013 Risk and the Role of Regulation (pdf, 371kb) Vanilla Research's report into consumers' views on the division of risk and responsibility between consumers and providers in the legal services market
22 January 2013 Choosing and using legal services: Empowering consumers, learning from other sectors (pdf, 534kb) The second of two background papers produced by the Consumer Panel on empowering consumers
22 January 2013 Choosing and using legal services: Empowering consumers, possibilities and limitations (pdf, 733kb) The first of two background papers produced by the Consumer Panel on empowering consumers

2012

   
5 December 2012 Consumer Engagement Workshop Report (pdf, 103kb) The Panel's report on its consumer engagement workshop which took place in November 2012
15 October 2012 Research note: Immigration and asylum services (pdf, 303kb) The Panel's research note on the processes followed by asylum seekers in the UK
11 October 2012 Consumer Experience of Complaint Handling - Executive Summary (pdf, 752kb) Executive summary of the two reports on consumer experience of complaint handling
11 October 2012 Consumer Experience of Complaint Handling - First-Tier Complainants (pdf, 1.7MB) This report investigates the consumer experience of 'first-tier' complaints to lawyers
11 october 2012 Consumer Experience of Complaint Handling - Premature Complainants (pdf, 2MB) This report explores why consumers make premature complaints to the Legal Ombudsman
25 July 2012 Consumer Impact Report 2012, updated (pdf, 1.35mb) The Consumer Panel's assessment of the legal services reforms in 2012 - this is the only such assessment from a uniquely consumer perspective
17 July 2012 Small Business Framework (pdf, 2.34mb) A report commissioned jointly by the Legal Services Consumer Panel and Legal Services Board which sets out a framework for benchmarking small business consumers' need for and use of legal services
7 June 2012 Third party complaints (pdf, 298kb) A report on giving non-clients access to the Legal Ombudsman
31 May 2012 10 Highlights from Tracker Survey 2012 (pdf, 1,310kb) A short summary of the key findings from our Tracker Survey 2012
31 May 2012 Tracker Survey 2012 - data tables for general public sample (excel, 187kb) Full data tables from the Tracker Survey 2012 relating to Part 1 of the research: a sample of the general population
31 May 2012 Tracker Survey 2012 - data tables for recent users sample (excel, 401kb) Full data tables from the Tracker Survey 2012 relating to Part 2 of the research: a sample of recent users of legal services
29 March 2012 Legal Choices: Silent Process (pdf, 668kb) Research by the Deaf Studies Trust on the experiences of deaf and hard of hearing consumers, jointly commissioned by the Panel, Action on Hearing Loss and the Solicitors Regulation Authority
19 March 2012 Probate and estate administration (pdf, 381kb) The Consumer Panel's final submission to the Legal Services Board's call for evidence on will-writing, probate and estate administration
7 February 2012 Comparison websites (pdf, 472kb) The Consumer Panel's report on comparison websites in legal services.
7 February 2012 Comparison websites - Draft Standards (pdf, 114kb) The Consumer Panel's Draft Standards for comparison websites

2011

   
6 December 2011

Study into the provision of legal services to small charities (pdf, 748kb)

Report Appendices (pdf, 290kb)

MVA Consultancy research report on the legal needs of small charities
24 November 2011 Voluntary quality schemes in legal services (pdf, 463kb) The Consumer Panel's report to the Legal Services Board on voluntary quality schemes in legal services
24 November 2011 Voluntary quality schemes - assessment of selected schemes (pdf, 355kb) The Consumer Panel's assessment of selected voluntary quality schemes in legal services
14 July 2011 Regulating will-writing (pdf, 803kb) The Consumer Panel's report to the Legal Services Board on will-writing.
24 June 2011 Consumer Impact Report 2011 (pdf, 761kb) The Consumer Panel's assessment of the impact of the Legal Services Act on consumers
21 June 2011 Tracker Survey 2011  - report (pdf, 843kb) A written summary of the research findings from the Tracker Survey 2011
21 June 2011 Tracker Survey 2011 - survey data (excel, 618kb) Full data tables from the Tracker Survey 2011
24 February 2011 Identifying law firms subject to consumer complaints to the Legal Ombudsman (pdf, 750kb) AIMR report on consumers perceptions of publishing names of lawyers subject to complaints

2010

   
11 November 2010 Quality in legal services report (pdf, 411kb) The Consumer Panel's report to the Legal Services Board on quality in legal services
11 November 2010 Quality in legal services - consumer research (pdf, 345kb) Vanilla Research report on the outcomes of research into consumer perspectives on quality in legal services
26 May 2010 Referral Arrangements (pdf, 781kb) The Consumer Panel's report to the Legal Services Board on referral arrangements
26 May 2010 Referral Arrangements Consumer Research (pdf, 431kb) Vanilla Research report on the outcomes of consumer research commissioned as part of the referral arrangements project
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