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25 January 2007 / Eddie Ryan
Issue: 7257 / Categories: Features , Profession
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The unmet need

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Consumer demand will drive the Co-operative Group’s legal services venture, says Eddie Ryan

As far as most individuals are concerned they would be perfectly happy to go through life without ever having to instruct a solicitor or other legal professional.

This is because obtaining legal services is, on the whole, a purchase of necessity or of distress. Circumstances either compel people to use a lawyer’s services so, for example, all the work on a house move can be completed—if the necessary legal work was not completed there would be no new house to enjoy; or people turn to lawyers because something has gone wrong—maybe their family is breaking up, they have been involved in an accident, or they have been arrested. No one wakes up in the morning and thinks: “Today I am going to buy some legal services.”

Since this is the reality of the market-place lawyers operate in, legal providers need to do all they can to ensure their clients get the best possible service, delivered in the most efficient and customer-focused

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