This independent research, by Northumbria University, considers what legal services are from the perspective of the consumer of these services. It seeks to build on other research that documents confusion by consumers when they try to seek redress for legal services. The research finds that legal services are increasingly becoming entwined with other professional services and that this lack of clarity around regulatory boundaries can be problematic for consumers as well as for businesses especially where there is no clear route to accessing redress. It outlines what it considers as areas where legal and other professional services are becoming increasingly intertwined and debates some of the issues for consumers, businesses and the Ombudsman, ultimately looking at the gaps and overlaps in professional regulation and redress.
Here is a letter (pdf,opens in new window) from Suzanne McCarthy, Immigration Services Commissioner at the Office of the Immigration Services Commissioner regarding the independent research carried out by Northumbria University.
You can read the response from Chair of the Office for Legal Complaints, Elizabeth France CBE, here (pdf,opens in new window).
You can read the response from Northumbria University, here (pdf,opens in new window).