what it means for you and your firm Better information: what it means for you and your firm Richard Williams, Policy Associate, SRA

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

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

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

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

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

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.

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)

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.

Support available Online guidance including templates and best practice Periscope sessions Ethics helpline Law Society has also produced support material

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

Digital badge What is it A logo displayed on your website. It can only be used by firms we regulate It will tell consumers 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 6 2018 Mandatory from spring summer 2019

Digital badge: what you need to do Nothing. You can wait until spring 2019 If you want to use the badge from December: 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

Support available Online guidance Email and FAQ based end user support service no restrictions on usage, same business day response Professional Ethics helpline

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

Myth or fact ? We want to dictate what you charge We want you to use a fixed fee model Price requirements apply to large firms All firms, irrespective of the services they deliver must publish complaints information We are forcing firms to get a website