Research and reports


2019 / 2018 / 2017 /2016 /2015 /2014 / 2013 /  2012 / 2011 / 2010


2019


Date: 30 July 2019

Title: Tracker Survey 2019 – How consumers are choosing legal services

Description: Tracker Survey 2019 – How consumers are choosing legal services


Date: 30 July 2019

Title:Tracker Survey 2019 – How consumers are using legal services

Description: Tracker Survey 2019 – How consumers are using legal services


Date: 30 July 2019

Title: How consumers are choosing infographic – 2019

Description: Tracker Survey 2019 – Infographic on how consumers are choosing legal services


Date: 30 July 2019

Title: How consumers are using legal services infographic – 2019

Description: Tracker Survey 2019 – Infographic on how consumers are using legal services


Date: 30 July 2019

Title:Tracker Survey 2019 – Full data tables for legal service consumers

Description: Full data tables from the 2018 Tracker Survey – a sample of recent users of legal services


Date: 22 May 2019

Title:LSCP – Lawtech and consumers

Description: LSCP’s discussion paper on regulation of lawetch and consumer protection.

2018


Date: 1 August 2018

Title: Tracker Survey 2018 – How consumers are choosing legal services

Description: Tracker Survey 2018 – How consumers are choosing legal services


Date: 1 August 2018

Title: Tracker Survey 2018 – How consumers are using legal services

Description: Tracker Survey 2018 – How consumers are using legal services


Date: 1 August 2018

Title: Tracker Survey 2018 – Infographic on how consumers are choosing legal services

Description: Tracker Survey 2018 – Infographic on how consumers are choosing legal services


Date: 1 August 2018

Title: Tracker Survey 2018 – Infographic on how consumers are using legal services

Description: Tracker Survey 2018 – Infographic on how consumers are using legal services


Date: 1 August 2018

Title: Tracker Survey 2018 – Full data tables for legal service consumers

Description: Full data tables from the 2018 Tracker Survey – a sample of recent users of legal services


Date: 1 August 2018

Title: Tracker Survey 2018 – A sample of the general population.

Description: Full data tables from the 2018 Tracker Survey – a sample of the general population.

2017


Date: 
1 November 2017

Title: 
Tracker Survey 2017 – Briefing note – Market transparency in legal services (PDF, 588kb)

Description: 
Tracker Survey 2017 – Briefing note – Market transparency in legal services


Date: 
1 November 2017

Title: 
Tracker Survey 2017 – Briefing Note – Wales (Welsh Version) (PDF, 885kb)

Description: 
Tracker Survey 2017 – Briefing Note – Wales (Welsh Version)


Date: 
1 November 2017

Title: 
Tracker Survey 2017 – Briefing Note – Wales (PDF, 826kb)

Description: 
Tracker Survey 2017- Briefing Note Wales


Date: 
18 July 2017

Title: 
Tracker Survey 2017: How consumers are choosing legal services (PDF, 662kb)

Description: 
The first of the 2017 Tracker Survey briefings


Date: 
18 July 2017

Title: 
Tracker Survey 2017: How consumers are using legal services (PDF, 677kb)

Description: 
The second of the 2017 Tracker Survey briefings


Date: 
18 July 2017

Title: 
Tracker Survey 2017 – data tables for recent users (Excel, 1,204kb)

Description: 
Full data tables from the 2017 Tracker Survey – a sample of recent users of legal services


Date: 
18 July 2017

Title: 
Tracker Survey 2017 – data tables for general public sample (Excel, 650kb)

Description: 
Full data tables from the 2017 Tracker Survey – a sample of the general population


Date: 
29 March 2017

Title: 
Consumer Segmentation (PDF, 320kb)

Description: 
Consumer Panel calls for consumer segmentation to improve regulatory outcomes


Date: 
22 March 2017

Title: 
Information Remedies (PDF, 766kb)

Description: 
Consumer Panel calls for smarter communication in legal service

2016


Date: 
16 November 2016

Title: 
Tracker Survey 2016 – data tables for recent users (Excel, 908kb)

Description: 
Full data tables from the 2016 Tracker Survey – a sample of recent users of legal services


Date: 
16 November 2016

Title: 
Tracker Survey 2016 – data tables for general public sample (Excel, 626kb)

Description: 
Full data tables from the 2016 Tracker Survey – a sample of the general population


Date: 
16 November 2016

Title: 
Tracker Survey Briefing 4: Wales (Welsh language version) (pdf, 948kb)

Description: 
The fourth of the 2016 Tracker Survey briefings (in Welsh)


Date: 
16 November 2016

Title: 
Tracker Survey Briefing 4: Wales (pdf, 935kb)

Description: 
The fourth of the 2016 Tracker Survey briefings


Date: 
16 November 2016

Title: 
Tracker Survey Briefing 3: experiences of Black and Minority Ethnic groups in legal services (pdf, 836kb)

Description: 
The third of the 2016 Tracker Survey briefings


Date: 
2 November 2016

Title: 
Research into client care letters (pdf, 1,439kb)

Description: 
A qualitative research report into the presentation of client care letters


Date: 
19 July 2016

Title: 
Legal Services Consumer Tracker 2016 Insight Report (pdf, 2,604kb)

Description: 
An insight report compiled by YouGov summarising the Tracker Survey data


Date: 
19 July 2016

Title: 
Tracker Survey Briefing 2: How consumers are using legal services (pdf, 488kb)

Description: 
The second of the 2016 Tracker Survey briefings


Date: 
19 July 2016

Title: 
Tracker Survey Briefing 1: How consumers are choosing legal services (pdf, 368kb)

Description: 
The first of the 2016 Tracker Survey briefings


Date: 
19 May 2016

Title: 
Priority Areas of Law (pdf, 379kb)

Description: 
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


Date: 
02 February 2016

Title: 
Opening up data in legal services (pdf, 625kb)

Description: 
The Panel’s response to its commission from the Legal Services Board on information regulators should collect and publish to inform consumer choice

2015


Date: 
27 November 2015

Title: 
Tracker Survey 2015 – data tables for recent users (Excel, 730kb)

Description: 
Full data tables from the 2015 Tracker Survey – a sample of recent users of legal services


Date: 
27 November 2015

Title: 
Tracker Survey 2015 – data tables for general public sample (Excel, 528kb)

Description: 
Full data tables from the 2015 Tracker Survey – a sample of the general population


Date: 
17 November 2015

Title: 
Tracker Briefing 3: Wales (Welsh language version) (pdf, 1,005kb)

Description: 
Welsh language version of the third of the 2015 Tracker Survey briefings, comparing the situation in England and Wales


Date: 
17 November 2015

Title: 
Tracker Briefing 3: Wales (pdf, 916kb)

Description: 
The third of the 2015 Tracker Survey briefings, comparing the situation in England and Wales


Date: 
17 November 2015

Title: 
Tracker Briefing 2: How consumers use legal services (pdf, 568kb)

Description: 
The second of the 2015 Tracker Survey briefings


Date: 
17 November 2015

Title: 
Tracker Briefing 1: How consumers choose legal services (pdf, 538kb)

Description: 
The first of the 2015 Tracker Survey briefings


Date: 
6 November 2015

Title: 
Unbundling legal services (pdf, 137kb)

Description: 
Meeting note from the Consumer Panel’s workshop on unbundled legal services


Date: 
17 September 2015

Title: 
Qualitative research exploring experiences and perceptions of unbundled legal services (pdf, 6.6mb)

Description: 
Research report by Ipsos Mori exploring the consumer, practitioner and judicial experiences and perceptions of unbundled legal services


Date: 
19 March 2015

Title: 
Comparing methods of service delivery: a case study on divorce (pdf, 3.3mb)

Description: 
Research report by BDRC comparing the consumer experience of online and face to face delivery, using divorce as a case study

2014


Date: 
05 December 2014

Title: 
Consumer Impact Report 2014

Description: 
The third edition of our flagship evaluation of the legal services reforms


Date: 
18 November 2014

Title: 
2020 Legal Services – How regulators prepare for the future (pdf, 467kb)

Description: 
A major report on the future of legal services


Date: 
28 October 2014

Title: 
Legal Wales Conference (Ppt, 198kb)

Description: 
Elisabeth Davies’ slides from the 2014 Legal Wales Conference in Bangor


Date: 
15 October 2014

Title: 
Guide to consumer vulnerability (pdf, 448kb)

Description: 
A guide to help regulators recognise and respond to vulnerable consumers


Date: 
05 June 2014

Title: 
BIS call for evidence – Remapping consumer redress (pdf, 444kb)

Description: 
Submission to the BIS call for evidence on implementing the ADR Directive


Date: 
29 May 2014

Title: 
Tracker Survey 2014 – data tables for recent users (Excel, 615kb)

Description: 
Full data tables from the 2014 Tracker Survey relating to part 2 of the research – a sample of recent users of legal services


Date: 
29 May 2014

Title: 
Tracker Survey 2014 – data tables for general public sample (Excel, 593kb)

Description: 
Full data tables from the 2014 Tracker Survey relating to part 1 of the research – a sample of the general population


Date: 
29 May 2014

Title: 
Tracker Briefing 3: Wales (pdf, 870kb)

Description: 
The third of the 2014 Tracker Briefings


Date: 
29 May 2014

Title: 
Tracker Briefing 2: Confidence and satisfaction (pdf, 705kb)

Description: 
The second of the 2014 Tracker Briefings


Date: 
23 May 2014

Title: 
Tracker Briefing 1: A changing market (pdf, 341kb)

Description: 
The first of the 2014 Tracker Briefings


Date: 
17 April 2014

Title: 
Fee-charging McKenzie Friends (pdf, 513kb)

Description: 
The Panel’s report on fee-charging McKenzie Friends


Date: 
3 April 2014

Title: 
Accreditation schemes – progress report (pdf, 424kb)

Description: 
Review of progress made by accreditation schemes since the Panel’s report in 2011


Date: 
3 April 2014

Title: 
Accreditation schemes – individual assessments of schemes (pdf, 1.83mb)

Description: 
The Panel’s assessment of individual schemes


Date: 

30 January 2014

Title: 
The consumer interest (pdf, 252kb)

Description: 
A tool to help regulators work out the consumer interest

2013


Date: 
18 December 2013

Title: 
Are Ombudsmen ready for the future? (pdf, 119kb)

Description: 
Meeting note on Consumer Panel seminar with UCL


Date: 
5 December 2013

Title: 
Benchmarking the Legal Ombudsman updated (pdf, 892kb)

Description: 
The Panel publishes the first independent benchmarking report into the Legal Ombudsman’s complaints handling performance


Date: 
24 September 2013

Title: 
Third party complaints case studies (pdf, 244kb)

Description: 
Case studies based on real complaints which had to be turned away by the Legal Ombudsman


Date: 
29 July 2013

Title: 
What happens when people with learning disabilities need advice about the law – Easy Read (pdf 1MB)

Description: 
Easy Read version of the report on experiences of people with learning disabilities


Date: 
29 July 2013

Title: 
What happens when people with learning disabilities need advice about the law – full report (pdf 1.26MB)

Description: 
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


Date: 
27 June 2013

Title: 
Tracker survey 2013 – data tables for recent users of legal services (excel, 162kb)

Description: 
Full data tables from the 2013 Tracker Survey relating to part 2 of the research – a sample of recent users of legal services


Date: 
27 June 2013

Title: 
Tracker survey 2013 – data tables for general public sample (excel, 476kb)

Description: 
Full data tables from the 2013 Tracker Survey relating to part 1 of the research – a sample of the general population


Date: 
27 June 2013

Title: 
Tracker Briefing 4 – Public confidence in the market (pdf, 506kb)

Description: 
The final briefing from the 2013 Tracker Survey


Date: 
14 June 2013

Title: 
Tracker Briefing 3 – satisfaction with legal services (pdf, 426kb)

Description: 
The third briefing from the 2013 tracker survey, focusing on satisfaction levels


Date: 
10 June 2013

Title: 
Financial Protection Arrangements (pdf, 595kb)

Description: 
The Panel’s report on regulators’ financial protection arrangements


Date: 
10 June 2013

Title: 
Risk and Responsibility (pdf, 337kb)

Description: 
A discussion of the wider issue of how risk and responsibility should be divided between consumers and providers


Date: 
30 May 2013

Title: 
Tracker Briefing 2 – shopping for legal services (pdf, 723kb)

Description: 
The second of four briefings on the 2013 tracker survey


Date: 
20 May 2013

Title: 
Tracker Briefing 1 – using and funding legal services (pdf, 810kb)

Description: 
The first of the Panel’s briefings on the 2013 tracker survey


Date: 
9 May 2013

Title: 
Good practice standards for comparison websites (pdf, 117kb)

Description: 
The Panel’s final good practice standards for legal comparison websites


Date: 
14 March 2013

Title: 
Empowering Consumers – Phase One report (pdf, 324kb)

Description: 
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


Date: 
2 February 2013

Title: 
Risk and the Role of Regulation (pdf, 371kb)

Description: 
Vanilla Research’s report into consumers’ views on the division of risk and responsibility between consumers and providers in the legal services market


Date: 
22 January 2013

Title: 
Choosing and using legal services: Empowering consumers, learning from other sectors (pdf, 534kb)

Description: 
The second of two background papers produced by the Consumer Panel on empowering consumers


Date: 
22 January 2013

Title: 
Choosing and using legal services: Empowering consumers, possibilities and limitations (pdf, 733kb)

Description: 
The first of two background papers produced by the Consumer Panel on empowering consumers

2012


Date: 
5 December 2012

Title: 
Consumer Engagement Workshop Report (pdf, 103kb)

Description: 
The Panel’s report on its consumer engagement workshop which took place in November 2012


Date: 
15 October 2012

Title: 
Research note: Immigration and asylum services (pdf, 303kb)

Description: 
The Panel’s research note on the processes followed by asylum seekers in the UK


Date: 
11 October 2012

Title: 
Consumer Experience of Complaint Handling – Executive Summary (pdf, 752kb)

Description: 
Executive summary of the two reports on consumer experience of complaint handling


Date: 
11 October 2012

Title: 
Consumer Experience of Complaint Handling – First-Tier Complainants (pdf, 1.7MB)

Description: 
This report investigates the consumer experience of ‘first-tier’ complaints to lawyers


Date: 
11 october 2012

Title: 
Consumer Experience of Complaint Handling – Premature Complainants (pdf, 2MB)

Description: 
This report explores why consumers make premature complaints to the Legal Ombudsman


Date: 
25 July 2012

Title: 
Consumer Impact Report 2012, updated (pdf, 1.35mb)

Description: 
The Consumer Panel’s assessment of the legal services reforms in 2012 – this is the only such assessment from a uniquely consumer perspective


Date: 
17 July 2012

Title: 
Small Business Framework (pdf, 2.34mb)

Description: 
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


Date: 
7 June 2012

Title: 
Third party complaints (pdf, 298kb)

Description: 
A report on giving non-clients access to the Legal Ombudsman


Date: 
31 May 2012

Title: 
10 Highlights from Tracker Survey 2012 (pdf, 1,310kb)

Description: 
A short summary of the key findings from our Tracker Survey 2012


Date: 
31 May 2012

Title: 
Tracker Survey 2012 – data tables for general public sample (excel, 187kb)

Description: 
Full data tables from the Tracker Survey 2012 relating to Part 1 of the research: a sample of the general population


Date: 
31 May 2012

Title: 
Tracker Survey 2012 – data tables for recent users sample (excel, 401kb)

Description: 
Full data tables from the Tracker Survey 2012 relating to Part 2 of the research: a sample of recent users of legal services


Date: 
29 March 2012

Title: 
Legal Choices: Silent Process (pdf, 668kb)

Description: 
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


Date: 
19 March 2012

Title: 
Probate and estate administration (pdf, 381kb)

Description: 
The Consumer Panel’s final submission to the Legal Services Board’s call for evidence on will-writing, probate and estate administration


Date: 
7 February 2012

Title: 
Comparison websites (pdf, 472kb)

Description: 
The Consumer Panel’s report on comparison websites in legal services.


Date: 
7 February 2012

Title: 
Comparison websites – Draft Standards (pdf, 114kb)

Description: 
The Consumer Panel’s Draft Standards for comparison websites

2011


Date: 
6 December 2011

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

Report Appendices (pdf, 290kb)

Description: 
MVA Consultancy research report on the legal needs of small charities


Date: 
24 November 2011

Title:
Voluntary quality schemes in legal services (pdf, 463kb)

Description: 
The Consumer Panel’s report to the Legal Services Board on voluntary quality schemes in legal services


Date: 
24 November 2011

Title:
Voluntary quality schemes – assessment of selected schemes (pdf, 355kb)

Description: 
The Consumer Panel’s assessment of selected voluntary quality schemes in legal services


Date: 
14 July 2011

Title:
Regulating will-writing (pdf, 803kb)

Description: 
The Consumer Panel’s report to the Legal Services Board on will-writing.


Date: 
24 June 2011

Title:
Consumer Impact Report 2011 (pdf, 761kb)

Description: 
The Consumer Panel’s assessment of the impact of the Legal Services Act on consumers


Date: 
21 June 2011

Title:
Tracker Survey 2011  – report (pdf, 843kb)

Description: 
A written summary of the research findings from the Tracker Survey 2011


Date: 
21 June 2011

Title:
Tracker Survey 2011 – survey data (excel, 618kb)

Description: 
Full data tables from the Tracker Survey 2011


Date: 
24 February 2011

Title:
Identifying law firms subject to consumer complaints to the Legal Ombudsman (pdf, 750kb)

Description: 
AIMR report on consumers perceptions of publishing names of lawyers subject to complaints

2010


Date: 
11 November 2010

Title: 
Quality in legal services report (pdf, 411kb)

Description: 
The Consumer Panel’s report to the Legal Services Board on quality in legal services


Date: 
11 November 2010

Title: 
Quality in legal services – consumer research (pdf, 345kb)

Description: 
Vanilla Research report on the outcomes of research into consumer perspectives on quality in legal services


Date: 
26 May 2010

Title: 
Referral Arrangements (pdf, 781kb)

Description: 
The Consumer Panel’s report to the Legal Services Board on referral arrangements


Date: 
26 May 2010

Title: 
Referral Arrangements Consumer Research (pdf, 431kb)

Description: 
Vanilla Research report on the outcomes of consumer research commissioned as part of the referral arrangements project