How Consumer-Focused Innovations in the Legal Services Market Invigorate Access to Justice


The Legal Services Act 2007 was devised to effectuate a wide ranging reform in favour of access to justice, bringing about profound transformations to the legal services market. The essay examines the various mechanisms contrived to operate in the consumers’ interest, as well as the impact of technology disruption on the private and business segments of the legal services market.

Kim, Habbine Estelle, (2016). How Consumer-Focused Innovations in the Legal Services Market Invigorate Access to Justice.

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The Legal Services Board of England and Wales has launched a consultation on its draft business plan and budget for 2022/23

The Legal Services Board of England and Wales business plan is an attempt to push forward its goals of reforming the legal sector to better serve the consumer and deliver fairer outcomes, stronger confidence and better services.

The proposed new strategy includes financial protection arrangements, consumer redress and the rule of law and regulation. Key to this is a review of professional indemnity insurance and compensation funds to ensure a balance between consumer rights and the cost of protecting these rights. It is hoped the draft plan will allow the LSB to make progress on reforming the legal sector and cement the role of legal professionals in society more broadly.

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LSB sets clear expectations for regulators to improve consumer information, promote rights, and drive choice in the legal services market across England and Wales

The LSB in partnership with regulators is working ensure legal services providers offer helpful information to consumers about the cost and quality of their services and on redress and regulation, so consumers can make informed decisions.

The LSB is also proposing that regulators implement effective programmes of activity to support public legal education, focusing on activities that support people to understand when they have a legal problem and how to access the professional help they need to resolve it.

The consultation follows legal service market studies done by the Competition and Markets Authority (CMA) in 2016 and a further review in 2020, during which, the CMA found that the market was not working in the best interests of consumers.

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