How law firms can protect consumers from unscrupulous Will-writers

A recent BBC Panorama expose of fraudulent and unscrupulous independent will-writing firms has highlighted the vulnerability of many consumers when making decisions about who to turn to for help on issues to do with the law. Many will have little or no previous experience of dealing with legal matters and, as several surveys have shown, fear that the cost of using a qualified solicitor will be prohibitive. This makes them open to exploitation by the unscrupulous and, as demonstrated by this programme, can lead to extremely negative press for legal service providers, with the whole sector in danger of being tarred by the same brush.

And, even though the Law Society has put a lot of money and effort into raising the profile and credibility of solicitors with its “Your solicitor – qualified to answer” campaign, many consumers will still make decisions on which legal service provider to use based on costs.

So what can law firms do to address this (perhaps misguided,) but very real fear that many consumers have about the cost of using a qualified solicitor? And, by doing so, ensure they have easy access to legal expertise and protection from the unscrupulous.

Where the service required is essentially a legal document, as in the example of a Will, it is possible to automate the production process to the extent that cost to deliver it is substantially reduced. And, when a Q&A is offered online as part of a solicitors’ service (as in the DirectLaw solution) the cost to the law firm is reduced even further. This means the law firm is in a position to offer a valuable proposition at fees that attract consumers but maintain a good profit for the firm. And, because all documents are still required to be checked, amended and approved by the solicitor, there is a double benefit – it leaves the solicitor in full control, while the consumer has the reassurance of knowing that their legal matter is being dealt with by a qualified professional.

As the legal services market becomes more competitive with new non-traditional providers entering it and consumers becoming more educated about their choices, law firms need to look for ways to meet client demand for affordability, convenience as well as quality. An online client-facing legal document service delivered from the law firm’s website offers a simple, but highly effective way serve consumers cost effectively without undermining the professionalism and quality of the solicitor.