Concerns exist about how empowered consumers are in the legal services market. In particular, the Legal Services Board requires all legal services regulators to take action to ensure consumers are empowered to make an informed choice about the legal service provider they use to solve their legal problem. This information includes details of the range of firms available, the services they provide, the prices charged, and the quality of the services offered.
To identify where action may be needed, ICAEW is looking to understand from clients of ICAEW probate firms whether they felt they were able to make an informed choice of legal service provider at the time they appointed the firm.
ICAEW already provides consumer information including a register of accredited probate firms, published disciplinary and enforcement records, and regulatory information on the Legal Choices website.
We would like to understand whether consumers are using these and/or other sources of information in making their choice of probate provider. To gather these insights, we have launched a new client survey to collect feedback on how effectively probate clients have made an informed choice when selecting a legal services provider. The survey takes only a few minutes, and clients can respond anonymously.
While not compulsory, we would strongly welcome your support and participation. By sharing the ICAEW survey with your clients, you can help us assess how well the market is working for consumers. To support you in this and to address any queries, we’ve provided a set of frequently asked questions below.
Survey FAQs
- How can firms share the survey with clients?
Sharing the survey is simple. We are in the process of updating our probate engagement letter templates at Schedule Q and you will find the survey link in the new feedback section once available.
The engagement letter wording explains the purpose of the survey and how the data will be used and maintained. Including the link in your engagement letters ensures clients are aware of the survey early on and can choose to participate at their convenience. Other than this, we would not envisage any additional work for firms.
A link is also available for clients and prospective clients to access on ICAEW’s consumer hub. Just include the link to the hub in your client communications and demonstrate your commitment to promoting consumer choice.
- Can firms see the survey data or identify which client provided feedback?
No, firms cannot see survey responses or identify which client provided feedback. The survey is completely anonymous, and all responses are submitted direct to ICAEW and kept confidential.
- How can I ensure this survey is separate from my firm's feedback processes?
Our new engagement letter template includes a dedicated feedback section that distinguishes the survey from your firm's internal feedback process. The survey can be completed at any stage but providing it at the start of the engagement helps to distinguish it from your firm’s feedback mechanisms.
- Will the survey be intrusive and onerous for bereaved clients?
We understand that probate matters can be a sensitive and emotional process for bereaved families. The survey is entirely voluntary and should take around 5 minutes to complete. While we encourage firms to share it, there is no expectation to pressure clients to complete it, especially those dealing with bereavement. Our goal is simply to make it available for those who wish to participate to benefit other consumers.
- How does the survey benefit ICAEW firms?
Here’s why your firm should take part.
- By working together, we can help ensure the market remains competitive, fair, and consumer friendly. A transparent market benefits all firms by fostering a level playing field and increasing public confidence in legal services.
- By encouraging client participation, your firm signals a commitment to high standards and consumer transparency, helping to build trust with current and prospective clients
- This data allows us to share valuable insights into client experiences more generally, helping to refine services and improve client satisfaction.
- When should I start sharing the survey?
The survey is live on our website and available for immediate use. We encourage firms to begin incorporating it into their engagement letters and communications to ensure we attain sufficient participation.
If you have any further questions or require further information, please don’t hesitate to email the ICAEW regulatory policy team: regulatorysupport@icaew.com
