New Family Law Consumer Research Report Published

18 Sep 2019


The latest consumer research findings from IRN Research show that almost a third of individuals involved in a divorce or civil partnership dissolution decided to deal with the proceedings themselves from start to finish. Another 10% started proceedings themselves but then used a solicitor or law firm to complete the process.

The largest group still used a solicitor/law firm from start to finish.

The Family Law Consumer Research Report 2019 is a new report from IRN Research (branded as Orchard Reports) offering insights into consumer behaviour, perceptions, brand awareness, and opinions. This report is based on responses from 304 consumers that have been involved in a divorce or civil partnership dissolution in the last five years.

Other headlines from the survey include:

  • A clear majority paid for their advice under a fixed fee arrangement but only half of these actually paid the fee at the end that they were quoted at the start. Most faced higher feesthan they were originally quoted.
  • Client satisfaction with nearly all aspects of the service offered by solicitors/law firms is relatively good: just under eight out of 10 clients are either “satisfied” or “very satisfied” with nearly all the service features and delivery options offered. However, this drops to seven out of 10 clients that are either “satisfied” or “very satisfied” with the explanation of costs at the start of the proceedings.
  •   Recommendations from others are the main way that individuals find legal advice.
  • Two other methods of finding and choosing legal advice are mentioned by more than 20% of respondents. First, there are 24% that go back to a solicitor or law firm that they have used before. Internet search engines are used by 21%. Other digital channels are also becoming more important when consumers are deciding on a legal advisor.
  • Despite the emergence of online tracking of a case, or email and telephone communications, face-to-face contact with a legal advisor is still important for the overwhelming majority of those going through divorce/dissolution proceedings.
  • The Ministry of Justice launched an online divorce portal in 2018 where individuals can complete a divorce online. Almost one in four are aware of this portal. This is an encouraging awareness level given that the portal is relatively new

    .………and there is much more analysis/results from the 25 questions asked to individuals. See the Contents Page on the Family Law Report entry on our Legal Reports page –

The Family Law Consumer Research Report 2019, and the detailed dataset of all survey results with a demographic analysis is available directly from IRN Research, priced at £750 (plus VAT).
Discounts for report purchase only, dataset only, or purchases of extracts.



IRN Team

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