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Consumers don't think solicitors are properly regulated and don't know were to turn when things go wrong.

Research by the Solicitors Regulation Authority (SRA) shows most users of legal services find it hard to tell if they are getting a good service. Although many people were happy with the service they received, other consumers felt let down and didn't feel in control of the relationship they had with their solicitor. Just as important, they weren't sure what to do if they had a complaint.

Consumers were concerned about the use of jargon and were confused about the amount of paper they received and frustrated they weren't kept up to date on the progress of their case. They were also unhappy about solicitors fees, in particular the lack of transparency of charges. Linked to this were concerns that there were unnecessary delays in order to increase fees and little clarity about the length of time their case would take.

For more information about the research, see the SRA's website