An important aspect of access to justice for consumers is to be able to access redress when something goes wrong, and that this redress should be easy to access, free and independent.
While the system of legal complaints has a number of benefits for consumers, there are issues – such as the complexity of the system, a lack of transparency in the legal services market, the relative slowness of complaints resolution, and the disparity between compensation levels in different types of complaints – that mean that the system can be improved for consumers. This response outlines some issues and solutions from a consumer principles perspective, using evidence from the citizens advice network and views expressed at the SLCC Consumer Panel and the CAS Legal Services Group.