Alternative Business Structure firms are more innovative than their more traditional colleagues according to a report on changes in the legal services market by he Legal Services Board.
The report also states more consumers are handling legal matters alone rather than seeking advice with analysis putting this down to better technology enabling online probate applications.
The report also states that whilst the number of complaints have risen, levels of satisfaction are above the 2009 report’s levels. The LSB say the number of complaints resolved in the first tier has vastly increased, with the Legal Ombudsman’s caseload down.
The Solicitors Regulation Authority welcomed the report, saying it shows the legal services industry is moving in the right direction, although there is more to do.
Paul Philip, SRA Chief Executive, said: “This is an encouraging report, with substantial growth in the sector and service levels up. I am particularly pleased to see that firms are doing more to resolve complaints effectively, which can only help their clients.
“Yet it also shows there is still a long way to go, particularly to improve choice and deal with the problem of unmet legal need. We believe that our reforms will increase access to high quality, affordable legal services by getting rid of unnecessary bureaucracy and further promoting competition.
“The report also identifies that, disappointingly, under half of the public trust their solicitor to tell the truth. We are clear that Government proposals to make regulators independent will contribute to building that trust. Independent polling has already shown that seven out of ten people would trust solicitors more if they were independently regulated, and, of course, public confidence is crucial to the sector’s success. “