In respond to the Legal Ombudsman (LeO) consultation on ’OLC Corporate Strategy 2020-23‘, Rachel Cairnes, Policy and Public Affairs Adviser at the Association of Consumer Support Organisations (ACSO) said:
“ACSO supports the stated vision of LeO for 2023 to ensure the work of the ombudsman builds genuine trust and public confidence in legal services throughout England and Wales.
“It is important to be mindful that consumers tend to engage with legal services at critical, and often distressing, points in their lives. The introduction of initiatives which lead to the empowerment of consumers, in particular vulnerable consumers, helps improve outcomes for individuals whilst simultaneously stimulating competition between firms and raising industry standards.
“We agree it is necessary to develop LeO’s service to ensure it is appropriate for the evolving legal sector. The character of the legal sector is undergoing considerable change. In addition to the disruptions caused by technology, consumers are finding and accessing legal service providers in new ways, including through the growing unregulated market offering services such as legal advice. Additional research is required in order to ensure consumers understand what to expect from the legal services sector, what protections are in place, and to allow flexibility for the sector to grow and innovate.
“ACSO would be very pleased to contribute further advice or evidence as required by the LeO.”