Legal Services Board looks into consumer decisions around legal advice

Consumers are likely to make quick, intuitive decisions when they are deciding on legal support, according to a recently published set of reports.

The Legal Services Board has published three reports investigating consumers’ behaviour when deciding whether or not to seek legal advice.

Two of the reports look at consumer decision making whilst the third looks at key elements of solicitor and barrister regulation.

The reports found that in areas such as conveyancing, whilst legal training, knowledge and expertise were respected, a large part of decision making was based on instinct and personal experience.

Chief Executive of the Legal Services Board, Chris Kenny said: “People have a variety of rational and emotional reasons for deciding whether or not to go to a lawyer.

“Cost is a major rational reason which is consistently to the forefront when deciding whether or not to opt for legal advice. But it is not the only one.

“Other factors such as a perceived poor level of customer service, a lack of transparency, and a fear of dealing with lawyers may get in the way of consumers seeking necessary services and lawyers providing them.

“But experience shows that it is possible for lawyers to provide better value, more information and variety in their service offerings to help people find legal services that meet their needs.

“In doing so lawyers can improve the public’s awareness and perception and so improve access to justice.”

Do you find the research surprising? How do you think consumers choose their conveyancer?

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