Clients unhappy with high-volume claims sector
A survey of over 15,000 consumers in Britain, commissioned by the Solicitors Regulation Authority (SRA), has revealed widespread issues in the high-volume claims sector, finding that 54% of respondents experienced delays, poor communication, or a lack of clarity.
While 72% of consumers reported satisfaction with the final outcome using a claims-management company (CMC) only 51% were satisfied with the service provided, the England and Wales Gazette reports.
The research highlighted a significant lack of transparency:
- Only 21% of respondents were given information regarding how much the process would cost,
- Only 13% were informed about their right to a cooling-off period,
- Many consumers stated that they were unclear at the start about whether they had formally signed up to a claim.
In-depth interviews conducted alongside the poll found that people from lower socio-economic backgrounds or those with additional support needs were disproportionately affected, experiencing higher levels of confusion, less support, and poorer outcomes.
94 open investigations
As of the end of June 2026, the SRA has 94 open investigations relating to 68 firms managing high-volume consumer claims.
Together, these firms handle millions of cases.
The poll was conducted last November as part of an ongoing regulatory focus on potential misconduct in the mass-volume claims sector.
The SRA previously required all firms handling this work to declare compliance with industry rules and has been working with the Financial Conduct Authority (FCA) to address misleading advertising and unfair charges.