Recent research indicates that while confidence in legal services remains strong, there are calls for enhanced transparency regarding costs.
Most individuals express trust and confidence in legal services, yet many urge the Solicitors Regulation Authority (SRA) to enhance cost transparency, as major new research suggests. The study, commissioned by the SRA and conducted by Thinks Insight and Strategy, highlights the need for greater clarity over pricing in legal services.
The findings reveal significant trust linked to technical proficiency and quality service, with integrity being paramount for consumers. In the study, 97% of SMEs and 93% of consumers who have engaged legal professionals express trust in them. Conversely, fewer than half of legal professionals survey respondents feel the SRA’s actions bolster trust and confidence, with some viewing enforcement as disproportionate.
The research encompasses perspectives from 521 legal professionals, 250 opinion leaders, 2,129 consumers, 400 SMEs, and several governmental figures. While the general perception of the sector is positive, the report notes that 62% of legal professionals deem legal services well-regulated; however, only 54% of MPs and Welsh Senedd members express awareness of the SRA.
The satisfaction rate among users is notably high, particularly among SMEs and consumers. Approximately 95% of SMEs and 91% of consumers are satisfied with services, although these figures drop for specific services like conveyancing and probate. Recommendations from users remain robust, with 86% willing to recommend their legal service providers.
The study identifies high standards, quality training, qualifications, and transparent costs as key to fostering trust. The SRA acknowledges a need to resume efforts to improve cost transparency across different legal service areas as indicated by the study, recognising that transparent structures would help consumers evaluate the fairness and value of services.
Technology plays a crucial role in how services are perceived. A significant majority of consumers and SMEs—64% and 71% respectively—acknowledge that advancements in technology boost their confidence in the services provided. However, there are concerns about the potential risks posed by technology and AI, with some stakeholders urging caution over its implications.
SRA chair Anna Bradley notes the alignment of public priorities with the SRA’s strategy, emphasising high qualifications and standards. Meanwhile, Carol McNaughton Nicholls of Thinks Insight and Strategy indicates that the presence of legal regulators inherently bolsters trust and confidence, although awareness of the SRA itself varies.
The SRA plans to review these findings as part of its ongoing strategy evaluation, aiming to further enhance trust and confidence by the next assessment in 2026.
