SRA confirms consumer focus

SRA confirms consumer focus

The SRA have confirmed that clients’ needs are a vital part of the regulation process for solicitors.

They drew attention to the Outcomes-Focused Regulation and in particular the re-written Solicitors Code of Conduct, as evidence of its commitment to consumers.

Antony Townsend, SRA Chief Executive, said: "As we stressed when we launched outcomes-focused regulation, it puts the consumer at the heart of legal services.

“The Handbook that we provide to the regulated community to guide their work provides the framework for this customer-focused approach.”

Mr Townsend said the SRA recognised there was still more to do but that they had made good progress. They will be keeping the LSCP posted on their progress and invited panel members to an awareness day earlier in the year.

Other initiatives have included;

  • Research into vulnerable consumers, which looks at how a diverse range of consumers can get the right information to understand and benefit from legal services
  • Consumer focus events, which aims to discover how the public accesses legal services.
  • Engaging with not-for-profit organisations that support disabled people through the Legal Services Disability Forum.
  • Revamping the consumer content on the SRA website, including the addition of YouTube video clips, jargon busters, alerts and community languages. This has resulted in month-on-month visit increases and web traffic, and increased page duration times.
  • A report on those with hearing impairments accessing legal services, which produced immediate results through the Law Society issuing a new Practice Note on supporting deaf consumers. 


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