You can read the Consumer Confusion research here (pdf opens in new window).
We wanted to know whether consumers of legal services were confused about how they could access redress. We had reported some trends around this in our Annual Report (pdf opens in new window) and wanted an independent body to look to see if there was a broader trend around this issue.
Professor Cosmo Graham and his team from Leicester University completed the Consumer Confusion research. They found that there are areas of confusion and recommended some actions that they think would help consumers.