New SRA-backed research highlights consumer confusion, poor communication and cost concerns
The Solicitors Regulation Authority (SRA) has published new independent research highlighting widespread concerns in the high-volume consumer claims sector, despite many people reporting satisfaction with the outcome of their claims.
The report, published on 2 July 2026, found that high-volume consumer claims continue to provide an important route to redress. However, it also revealed that many consumers experience significant problems during the claims process or remain unclear about the agreements they have entered into.
The SRA commissioned YouGov to conduct the research as part of its wider work to strengthen consumer protection and improve confidence in legal services, including claims funded through ‘no win, no fee’ arrangements.
According to the findings, 59% of people who pursued a claim said they were satisfied with the outcome. Even so, 54% reported experiencing problems while their claim was being handled. The most frequently cited issues included delays, poor communication and a lack of clarity throughout the process.
The research also identified concerns about consumer understanding at the start of a claim. Many respondents said they were uncertain about when they had formally agreed to proceed. Among those who used a law firm or claims management company, only 21% said they received information about costs at the beginning of the process.
The study found that consumers often completed online eligibility forms without fully understanding the authority they were granting. In some cases, respondents said they had been signed up to progress a claim without realising it.
Further findings showed that only a small proportion of consumers recalled receiving important information about their rights and potential obligations. Just 13% said they had been informed about any cooling-off period, while 14% received information about possible liabilities they could face.
Although 72% of consumers who resolved claims through a law firm reported satisfaction with the outcome, only 51% said they were satisfied with the service they received.
The research also suggested that some groups face greater risks than others. People from lower socio-economic backgrounds and those with additional support needs were more likely to experience confusion, receive insufficient support and report poorer outcomes.
Aileen Armstrong, Executive Director of Strategy and Policy at the SRA, said hearing directly from consumers is essential to identifying where the sector is failing to protect people and where the risk of consumer harm remains. She said the findings will help the regulator strengthen its ongoing work through investigations, supervisory activity, engagement with law firms and collaboration with other regulators.
The SRA said it is continuing a broader programme of regulatory action, including guidance for firms and consumers, compliance checks, new onboarding materials and joint work with other regulators. As of the end of June 2026, the regulator had 94 open investigations involving 68 firms managing high-volume consumer claims, with those firms collectively handling millions of claims.