Legal services are often used during some of the most stressful moments in people’s lives. Whether it’s dealing with a family dispute, buying a home, or facing a legal claim, clients are expected to understand complex information, make decisions quickly, and trust the people advising them.
But what happens when the system isn’t designed for everyone? What if the way services are delivered unintentionally leaves people behind?
In February 2025, the Solicitors Regulation Authority (SRA) published new research (https://www.sra.org.uk/globalassets/documents/sra/research/consumer-vulnerability-in-the-legal-market.pdf#/) that takes a fresh look at how vulnerability shows up in the legal market. The report, called Consumer vulnerability in the legal market, is a step towards creating more inclusive legal services for everyone, not just those labelled as “vulnerable.”
This blog looks at what the research says, why it matters, and how the approach aligns with how we do things at i agree.
People can be vulnerable for all sorts of reasons. It might be due to a long-term condition, a recent life event, a lack of confidence, or simply being overwhelmed by legal jargon. Vulnerability is not always visible and it is not always permanent. Most people will experience it at some point in their lives.
In legal services, this matters. If a client does not fully understand what they are agreeing to, or if they feel unable to ask questions or raise concerns, there is a real risk of harm. Vulnerability can affect decision-making, trust, and access to justice.
It is not enough to assume that people will ask for help when they need it. Often, they do not know what to ask, or they worry about being judged.
The SRA’s research makes an important point. Many organisations try to spot or assess vulnerability using forms, questions, or risk tools. While these are often well-meaning, they do not always work in practice.
Vulnerability is complex and personal. It can depend on timing, relationships, and even how someone feels that day. A client might appear confident in one situation but struggle in another. Trying to label or “screen” for this can miss the mark. It can also lead to stigma or assumptions, especially if people feel they are being treated differently as a result.
The research also raises concerns about unconscious bias. If staff are trained to “look out” for signs of vulnerability, there is a risk they may rely on stereotypes or gut instinct. That can lead to people being misjudged, and even overlooked.
Instead of focusing on identifying who is vulnerable, the SRA suggests a different path. Their recommendation is simple: make legal services better for everyone.
This is called a universal approach. Rather than creating extra steps or support for some clients, firms would build processes that are accessible and clear for all clients from the start. It is not about ticking boxes or asking awkward questions. It is about designing services that assume people might need help, without making them feel singled out.
In practice, this could mean:
The report emphasises that this is not a quick fix. It requires listening to real experiences, testing new ideas, and giving staff the tools they need to support clients with care and confidence.
For firms and legal teams, the message is clear: don’t wait for a client to tell you they’re struggling. Assume they might be, and build your service around that idea.
This doesn’t mean lowering standards or removing responsibility. It means making legal information easier to understand and giving people the confidence to engage with it.
Some key takeaways from the report:
The SRA is also encouraging firms to involve people with lived experience when testing new approaches. That could mean working with clients, community groups, or charities to make sure services are genuinely inclusive.
At i agree, we believe that understanding a contract shouldn’t depend on your reading level or confidence with legal terms. Everyone deserves to make informed decisions.
We don’t try to guess who needs extra support. Instead, we simplify every agreement, for every client. We use video summaries, plain language, and simple interfaces to help people engage with what they’re agreeing to.
This is universal design in action. It is not about fixing a problem for some people. It is about redesigning the experience for everyone.
We also avoid jargon, remove unnecessary complexity, and give clients tools to revisit and understand their agreements in their own time. This doesn’t just help those who are traditionally seen as vulnerable. It helps everyone make better decisions.
The SRA’s research marks a positive shift in how the legal sector thinks about vulnerability. It moves away from forms and checklists, and towards a culture of inclusion and respect.
Legal services are often built around assumptions about confidence, clarity, and understanding. But those assumptions don’t always match real life.
The challenge now is for firms to rethink how they work, not just for the sake of compliance, but to build trust with the people they serve.
At i agree, we’re proud to be part of that change. We believe that when legal services are built for everyone, everyone benefits.