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Our research partner DJS

We have commissioned DJS Research, an independent market research company, to conduct research with complainants and service providers.

You may receive contact from DJS via email or a telephone call. Please be assured that your answers will be treated in the strictest confidence, and your feedback will go towards improving the service that the Legal Ombudsman provides.

Logo of company DJS Research

Logo of company DJS Research

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Research produced on behalf of the Legal Ombudsman

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2018
  • Better Information in the Legal Services Market

Joint research between Legal Ombudsman and SRA. Better Information in the Legal Services Market highlights the importance of price transparency and information about quality to consumers of legal services.

Executive summary

Full report


2017
  • The experiences and effectiveness of solicitors' first tier complaints handling processes

Joint research commissioned by the SRA and Legal Ombudsman which shows that there could be improvements in how some law firms deal with complaints.

Full report

 

  • Language of Complaints

The Language of Complaints research highlights how the type of language used in the complaints process can affect customer decisions.

Full report


2014
  • Models of Alternative Dispute Resolution

A report prepared by Queen Margaret University to investigate what the Legal Ombudsman can learn from other ADR providers. The overall aim of the research is to help the Legal Ombudsman review and develop its dispute resolution model and ensure it remains fit-for-purpose.

Full report


2013
  • Business case for good complaints handling

Economic Insight research assessed the business case for good complaint handling. This research highlights that improving first tier complaints handling is likely to increase law firm profitability – and that there may be potential net benefits to the industry of between £53m and £80m over 10 years.

Executive summary

Full report



2011
  • Mapping potential consumer confusion in a changing legal market

Research by the Centre for Consumers and Essential Services and the University of Leicester which considered whether consumers were confused about how to access redress.

Full report

 

Research informing puiblishing decisions work

  • Identifying law firms subject to consumer complaints - consumer attitudes

Joint research with the Legal Services Consumer Panel which sought to explore the attitudes towards the publication of ombudsman decisions.

Full report

  • How High Street solicitors view the publication of complaints information

The aim of the research was to explore firms views of the publication of complaints information, how the information would be used by them and views on the types of cases which should be published.

Full report

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infographic of a magnifying glass