In my previous blog, I reflected on the importance of transparency in legal services and the promise of the Regulatory Information Service (RIS). RIS was conceived as a flagship project to give consumers clear, accessible information about legal providers, their regulatory status, authorisation and activities they are permitted to carry out, amongst other things. It…

Read more - A Decade of Delay: Why Consumers Still Wait for the Regulatory Information Service

A complaints system under strain The Legal Ombudsman (LeO) exists to provide consumers with timely redress when things go wrong in legal services. Yet today, the service is struggling under the weight of demand. Complaints have more than doubled compared to pre-Covid levels, while average waiting times sit at around 275 days, with many complex…

Read more - Transforming the Legal Ombudsman: The Case for Radical Reform

Most people will know ‘high volume claims’ through seductive ‘no win, no fee’ advertising promises, or sometimes from door-to-door marketing pushes for claims sign-ups. The high‑volume claims market was meant to widen access to justice to ordinary people, when bringing an individual claim was pretty much impossible. Grouping similar claims together should means less financial…

Read more - Fixing the Broken Promise of High‑Volume Claims