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Research and reports
2019
Date: 22 August 2018
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
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
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
