Nearly three in four legal service clients say they are receiving good value for money, the highest figure recorded since tracking began, according to the latest annual survey by the Legal Services Consumer Panel. The 2025 Tracker Survey also shows a sharp rise in interest in ‘unbundled’ legal services, which 21% of respondents reported using. Unbundling is most common in probate, trademarks, employment, and immigration law, where over one in three clients now use this more flexible approach.

Overall satisfaction with legal services rose by one percentage point to 88%, while satisfaction with case outcomes remained strong at 89%. Despite growing openness to exploring new providers, personal recommendations remain the dominant method of choosing a lawyer. Just 4% of clients used a price comparison site, and only 3% turned to a legal regulator’s website or helpline. The survey results are based on interviews with 3,750 legal service users conducted earlier this year, 90% of whom engaged with regulated providers.

Key insights include:

• 46% of clients accessed legal services face-to-face, with individuals from lower socioeconomic backgrounds more likely to do so.

• 57% of clients were billed at a fixed fee, while just 10% paid hourly rates.

• The top three trust-building factors for clients were: being regulated (90%), being a specialist (89%), and using clear, understandable language (88%).

• 53% of clients would not know how to lodge a complaint, and only 49% of those who did know would complain directly to the firm.

Tom Hayhoe, chair of the Legal Services Consumer Panel, highlighted the affordability challenge facing many legal consumers. “It is scandalous that so many people who need legal advice cannot afford it,” he stated, emphasizing the role of unbundling in lowering costs. “Innovative and affordable delivery models are no longer optional; they are essential to ensuring everyone can access a level playing field, not just those who can foot the bill.”

While applauding the Law Society’s steps to understand the risks around unbundling, Hayhoe urged regulators to take more proactive steps. “Regulators cannot sit on the sidelines – they must act now to grow the legal services consumer base with affordable options.”

More: News & Blog Page

Source: Michael Cross, The Law Gazette