LSB to research vulnerable consumers’ experience of legal services

LSB to research vulnerable consumers’ experience of legal services

The Legal Services Board has launched research into the experiences of consumers in vulnerable circumstances when they use legal service.

Focusing specifically on people with dementia and mental health problems (and their carers) the research sets out to explore their experiences of accessing legal services and to identify what can be done to improve accessibility, service experience and outcomes.

Published at a time when a study by University College London and the University of Liverpool suggests more than 1.2 million people in England and Wales will be living with dementia by 2040, the research will hopefully lead to greater help being provided to older and vulnerable people dealing with complex legal issues and to encourage increased awareness and improvement of accessibility for these consumers.

Neil Buckley, LSB Chief Executive remarking on the research said:

“This qualitative research improves our understanding of how consumers with mental health problems and dementia (and those caring for them) experience legal services.


Sometimes small actions can make a big difference to consumers, particularly those who are vulnerable. When providers take simple practical steps this can 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.”

The experience of consumers in vulnerable circumstances with different legal services providers research is available on the LSB web site:

and a consumer advice sheet to accompany each report has been produced:

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