Consumers want to see charges that are easy to understand, and a ‘solicitor who remembers their name’ when they use a law firm, according to research commissioned by the Solicitors Regulation Authority.

A study based on interviews with 40 recent purchasers of legal services found that consumers feel ‘let down’ when they find there are ‘hidden charges’ for work, such as additional searches.

The interviews showed that consumers had only a limited knowledge of the legal market, and word of mouth was a key factor in finding a solicitor. Shopping around and comparing prices was ‘very rare’. Consumers felt that if a firm had ‘solicitor’ in its name, this indicated a reliable provider.

The consumers questioned said it should be ‘as standard’ for a solicitor to offer clear, easy to understand charges. They said they valued a solicitor who remembers their name.