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Bundle and tap

It will take more than bundling legal services to tap into the elusive unmet needs market, says Jean-Yves Gilg

20 January 2017

A couple of years ago, a flight carrying Paul Philip back to the UK was delayed, stranding the SRA’s chief executive in South Africa for a day. He doesn’t usually sue airlines for minor delays, he says, but this one was sufficiently inconvenient that, on this occasion, he did.

Philip instructed an online provider to pursue his claim. They sent him some forms to fill in and secured a few hundred pounds’ compensation. Only at that point did he discover they were taking half of the amount as their fee.

There is an unmissable irony in a leading supporter of a deregulated legal services sector experiencing first-hand how it benefits consumers. But this is not the point. Philip laughs about it. For him, the case is the perfect illustration of how solicitors could

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