Research into the experiences and effectiveness of solicitors’ first tier complaints handling processes – January 2018

Sector:
Client: solicitors-regulation-authority-sra
Published: January, 2018
Document type: Report 
Tagged: behavioural and experimental qualitative analysis quantitative analysis EC/EEA UK

The Solicitors Regulation Authority (SRA) and Legal Ombudsman jointly commissioned LE Europe and YouGov to undertake research into solicitors’ handling of first tier complaints. The study used a consumer survey, a survey of firms and depth interviews with firms and consumers, to understand consumers’ and solicitors’ experiences of the complaints process. The research identified recommended actions for firms and the SRA/Legal Ombudsman to improve consumers’ experiences of first tier complaints. The findings of the research will feed into the SRA’s Looking to the Future reform programme, specifically informing the SRA’s response to the Competition and Markets Authority (CMA) Legal Services Market Study (2016).