A far-reaching new study assessing client service in the legal sector has laid out a number of recommendations for law firms who deliver Private Client services to elderly and vulnerable consumers.
The Legal Services Board (LSB) recently surveyed 60 elderly and mentally ill legal services consumers to determine what they thought of the services they had received.
For the most part, the study found that such consumers received an “extremely positive” and “appropriate” service from their solicitor.
Despite this, however, it also found that a large number of elderly and vulnerable clients and their carers felt that they would benefit from greater cost transparency and a ‘jargon-free’ service going forward.
The LSB’s researchers found that many clients “felt confused about the services on offer” and “needed more time or space” to decide which steps they wanted to follow when enquiring about popular services such as Wills or Lasting Powers of Attorney (LPAs).
Commenting, Neil Buckley, chief executive at the LSB, said: “Sometimes small actions can make a big difference to consumers, particularly those who are vulnerable. When providers take simple practical steps this can make a big difference to the consumer experience.
“Consumers can help too, for example, by telling their lawyer if there are things they could do that would help make things easier for them,” he said.
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