The Solicitors Regulation Authority (SRA) has published the findings of research it commissioned from the University of South Wales, examining consumer vulnerability in the legal market. The study aimed to identify practical tools to help the legal sector better serve vulnerable consumers and improve access to justice.
However, rather than recommending a risk-based model similar to those used in industries like gambling and debt collection, the researchers found that legal needs themselves often create complex and fluid vulnerabilities, which cannot be easily categorized. The study highlights that vulnerability is not a fixed characteristic, but rather a dynamic state that consumers move in and out of depending on their circumstances. This complexity makes traditional risk-based approaches insufficient for fully capturing the nature of vulnerability in legal services.
Instead, the research proposes a ‘universal practice’ approach, which shifts the focus away from labelling certain consumers as vulnerable and towards ensuring legal services are accessible and inclusive for all. This approach encourages legal providers to design services that proactively remove barriers, rather than relying on individual adjustments for those identified as vulnerable. The study suggests that such a model could improve consumer experiences, build trust, and enhance regulatory compliance.
The SRA will now bring together experts in the field to explore how a universal approach can be implemented across the legal sector. The findings also support broader regulatory objectives under the Legal Services Act 2007, particularly in enhancing consumer protection and access to justice.