We are very pleased to receive the CMA’s recommendations and have committed to working with them and the other regulators on any associated action plan arising to address their findings.
It is clear that more can be done to raise awareness with legal service providers of the customer journey, from first identifying a legal need to seeking feedback through reviews and recommendations. We will continue to develop the Legal Choices platform and support its promotion to customers. Guidance from business and consumer groups is welcomed.
There is further discussion to be had about quality marks and client protection arrangements. It will be important to understand how consumers are able to distinguish between accreditations and quality marks as part of their decision-making process and what they understand about the level of protection that may be afforded to them.
We are happy to explore the feasibility of a single digital register with other regulators, which could in time replace the existing data sharing arrangements that are in place.
Sam Younger CBE, Chairman of CILEx Regulation said: “The CMA recommendations offer us an opportunity to consider the different stages of the customer journey and how we as regulators can encourage improvements to the level of information that is made available to them. We would not envisage taking a prescriptive approach, but will consider whether our current standards empower providers to deliver services with sufficient transparency.”