Study warns legal digitisation is leaving vulnerable clients behind without offline support
Law firms must maintain “meaningful offline routes” to their services to prevent digitally excluded people from being shut out of legal support, according to new research commissioned by four legal regulators. The study warns that digital transformation “is not inherently progressive” and should not replace in-person or paper-based options that many consumers still rely on.
The report, produced by MEL Research, gathered responses from more than four hundred and fifty people identified as digitally excluded who had used legal services within the past five years. Researchers also carried out thirty in-depth interviews. The project was commissioned by the Bar Standards Board, CILEx Regulation, the Council for Licensed Conveyancers and the Institute of Chartered Accountants in England and Wales.
The findings indicate that consumers’ greatest concerns about online processes relate to security, followed by needing help from another person and worries about privacy. These concerns ranked higher than anxiety about technical difficulties or misunderstandings over requests.
Embed from Getty Images
Three in ten respondents said completing tasks online made their legal issue take “a little bit longer” to resolve, and twenty-six percent said it took “a lot longer”. A further five percent reported they “could not resolve the legal issue” because the provider required digital engagement.
Although eighty-two percent were asked to complete at least part of their service online, only around one in five were able to do so without assistance. Many relied on relatives or friends, while some were directed to external organisations for support. A minority received no meaningful help at all. Among those who did receive help directly from their legal provider, only nineteen percent said it was offered proactively, even though most described it as valuable once provided.
Some consumers did report positive experiences: thirty nine percent were offered in-person assistance and thirty one percent received paper documents or non-digital alternatives. Seventy one percent said they achieved a better legal outcome because they used online services. However, researchers concluded that these benefits do not negate the need for inclusive access.
The report recommends that legal services providers routinely offer telephone, paper and in-person options alongside digital routes. It urges firms to assess digital needs early, recognise signs of difficulty or disengagement and provide support before issues escalate. Training should include awareness of digital exclusion and its links to vulnerability. Communications, including procedural steps and legal terminology, should remain clear and actionable across all formats.
Regulators are encouraged to monitor digital accessibility as a core measure of service quality. This includes assessing user experience, not only website functionality. They are also advised to set clear expectations around inclusive service design and promote consistent principles across the sector.
The study stresses that digital innovation “must not be pursued at the expense of inclusion” and that access to justice “must not depend on someone’s ability to navigate a digital form”.
Sheila Kumar, chief executive of the Council for Licensed Conveyancers, said the findings come as digitisation accelerates, reminding firms that “understanding and meeting the needs of all clients is central”. Duncan Wiggetts, chief officer for professional standards at the ICAEW, added that probate work in particular highlights the ongoing need for human contact during “a highly emotional process”.