1. Our transparency rules: update on implementation
Richard Williams,
Policy Associate

2. Consumer behaviour
People have an appetite to shop around for legal services
71%
66%
And
Spend more than one hour researching options
Considered more than one provider

3. 32% 26% 22% 42% Consumer behaviour And they consider many factors …
Recommendation
42%
Reputation
32%
Price
26%
Location

4. 18% 15% Consumer behaviour But they do not always find what they want
Only
18%
And only
of people found the price information they needed
of firms publish price information

5. Firms we regulate will publish:
What are we doing
Firms we regulate will publish:
Firms will do:
Complaints procedure (including to
the Legal Ombudsman and to SRA)
Show price + description of key services
We will:
!!!
Provide a digital badge for firms to use on their website
Launch an online digital register about firms and solicitors

6. Benefits for firms
Opportunity to attract new clients as more people use legal services for the first time and shop around
Manage client cost expectations & reduce complaints
Opportunities for market differentiation: standards and regulatory protections
One quarter of all complaints dealt with by the Legal Ombudsman relate to costs. Being clear at the outset can help avoid confusion and complaints later down the line

7. Price: what do you need to do
From 6 December 2018, you must publish*:
Clear and accessible cost information in a prominent place for certain services: total cost, average cost or range
Basis for costs - including hourly rates, or fixed fees
Experience and qualification of anyone carrying out that work
Details of any disbursements
Whether services attract VAT
Details of services: timescales, key stages, services that might be additional
* If you don’t have a website, this information must be readily available upon request in another format. People should not be required to provide detailed information before they can obtain it.

8. Which services are covered?
Motoring offences (summary offences)
Conveyancing
(residential)
Probate (uncontested)
Immigration (excluding asylum)
Employment tribunals (unfair/wrongful dismissal)
Debt recovery
(up to £100,000)
Licencing applications (business premises)

9. Complaints: what you need to do
From 6 December 2018, you must publish*:
Publish your complaints handling process on your website
Publish details about how to complain to us
Publish details about how to complain to the Legal Ombudsman
* If you don’t have a website, this information must be readily available upon request in another format. People should not be required to provide detailed information before they can obtain it.

10. Support available
Online guidance, templates and best practice Periscope sessions Professional Ethics helpline The Law Society has also produced support material

11. Enforcement Take steps to comply
Challenges for some firms often beyond their control
Proportionate and fair approach taking into account mitigating and aggravating factors
Range of tools to monitor compliance

12. Digital badge What is it
A logo displayed on your website. It can only be used by firms we regulate
It will tell the public that the firm is regulated by us, has met our high standards and that protections apply
It can be clicked and will then display information about the protections that come when using a regulated firm
Voluntary from December 2018
Mandatory from 25 November 2019

13. Digital badge: what you need to do
Download and display the badge by November 2019
If you want to use the badge:
Add / check your website within mySRA – instructions on our website
Let us know if you have more than one website / sub domain
Go to yoshki.com/sra to get your badge

14. Support available Online guidance and FAQs
with same business day reply
Professional Ethics helpline

15. Digital register: what is it
We already publish regulatory information but it isn’t in one place
The register will publish existing and some new information and make it more accessible
It is not a comparison tool. It will help validate choice

16. Questions?