OECD online workshop
19 November 2021
Four observations Importance of national competition authorities The Legal Services Act is a journey which continues Independent regulation and competition Law is more than a market
Choosing legal businesses Shopping Around 35%
51%
30%
25%
Find it easy to find information on the quality of services
20%
15%
10%
5%
5%
0%
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
Source: Legal Services Consumer Panel, Annual Tracker Surveys 2012-2021
Used price comparison or customer review website
What it’s like choosing legal services
“I think that the combination of my own inexperience in the field, a potential lack of understanding of jargon being used and needing trust in their complete professionalism and formality would make it one of the most challenging service providers I could select.”
What quality means to consumers
Pulling different levers Setting expectations of regulators using our statutory powers Making more information about the quality of legal services available Pilots with law firms and comparison websites Using technology to allow consumers to check for complaints and disciplinary information in one place Considering the case for a centralised database of regulatory information accessible by consumers and third parties