In brief
Consumers think solicitors are under-regulated and they do not know where to turn when things go wrong, according to new research. The study on consumer attitudes by the Solicitors Regulation Authority found the main sources of complaints from consumers involved communication, cost and delays. Consumers feel alienated by the use of jargon, are confused by the volume of paper thrown at them by solicitors, and hate not being kept up-to-date on progress. Fee levels are too high, they believe, and there is a feeling that solicitors had incentives to delay cases unnecessarily.
