The Future of Legal Services: Putting Consumers First October 2005 The Future of Legal Services: Putting Consumers First Presented to Parliament by the Secretary of State for Constitutional Affairs and Lord Chancellor by Command of Her Majesty October 2005 Cm 6679 £19.00 © Crown Copyright 2005 The text in this document (excluding the Royal Arms and departmental logos) may be reproduced free of charge in any format or medium providing that it is reproduced accurately and not used in a misleading context. The material must be acknowledged as Crown copyright and the title of the document specified. Any enquiries relating to the copyright in this document should be addressed to The Licensing Division, HMSO, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ. Fax: 01603 723000 or e-mail:
[email protected] The Future of Legal Services: Putting Consumers First Contents Foreword by Lord Falconer 7 Executive summary 8 Introduction 10 Part 1 – The legal services sector Chapter 1: The legal services market 13 Chapter 2: Reforming legal services 17 Part 2 – Putting consumers first Chapter 3: The reform programme – delivering for consumers 19 Part 3 – How the new arrangements will work Chapter 4: A new regulatory framework 25 Chapter 5: Simplifying regulation 29 Chapter 6: Confidence and choice – new ways of delivering for consumers 39 Chapter 7: Protecting consumers if new problems occur 52 Chapter 8: Complaints – what happens if things go wrong? 57 Chapter 9: Cost and funding of the new arrangements 67 Part 4 – Next steps Chapter