Segmentation

Transparency is Core to Consumer Protection

The SRA’s draft Business Plan for 2026/27 is honest about how badly things have gone. The new Chief Executive’s foreword …

Still turning up: what happens when legal aid providers can’t hold on any longer?

I recently joined an online drop-in session hosted by the Legal Aid Agency (LAA) as part of its current contractors survey. I went along expecting …

Putting the consumer at the heart of regulation – a reflection on six years’ efforts

It was my pleasure and privilege to serve on the Legal Services Consumer Panel since 2019 and our last Panel …

Consumer focused regulation: Challenges and opportunities

I wrote a blog last summer reflecting on the impact of our work on consumer focused regulation in legal services, …

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

In my previous blog, I reflected on the importance of transparency in legal services and the promise of the Regulatory …

Transforming the Legal Ombudsman: The Case for Radical Reform

A complaints system under strain The Legal Ombudsman (LeO) exists to provide consumers with timely redress when things go wrong …