As AI tools become increasingly common in everyday life, many people are already using them to seek information, understand their rights and navigate legal issues.
To better understand how consumers feel about these developments, LSB commissioned us to conduct a comprehensive programme of research with legal service users across England and Wales, including deliberative workshops, an online community and a survey of 1,000 adults representative of the population.
The research found that consumers are broadly optimistic about the potential benefits of AI in legal services.
Many believe AI could help make legal services easier to access, more affordable and simpler to use. When asked about the likely impact of AI:
70% expected legal services to become easier to use
66% expected accessibility to improve
64% expected legal services to become more affordable
Consumers also saw potential for AI to help people understand their rights, access information more quickly and overcome some of the barriers that can make legal services difficult to navigate.
What opportunities do consumers see for AI in legal services?
The research found strong support for the idea that AI could improve access to justice.
Participants believed AI-powered tools could help people obtain legal information more easily, explain complex processes in plain language and provide support outside traditional office hours. Many also felt AI could help reduce costs by automating routine tasks and making legal support more widely available.
Consumers were particularly positive about AI’s potential to improve ease of use and affordability, viewing these as areas where technology could deliver meaningful benefits for people who might otherwise struggle to access legal support.
What safeguards do consumers expect from AI-powered legal services?
While consumers were positive about AI’s potential, their support came with clear conditions.
Across all stages of the research, five non-negotiable expectations emerged. Consumers said AI-powered legal services should:
Provide a minimum guarantee of accuracy
Never take consequential action without informed consent
Include an appropriate level of human oversight
Offer access to redress if harm occurs
Protect users’ personal information and safety
These safeguards were viewed not as desirable extras, but as fundamental requirements for building trust in AI-powered legal services.
Why are consumers concerned about AI acting without consent?
One of the strongest findings from the research was the importance consumers place on maintaining control.
Participants were consistently uncomfortable with the idea of AI tools taking action on their behalf without explicit permission, even when those actions might lead to a positive outcome. Concerns around autonomy, consent and accountability emerged repeatedly throughout the research.
Consumers wanted AI tools to support decision-making, not replace it. The expectation that people should remain in control of important legal decisions was one of the clearest themes to emerge from the study.
What does the future of AI in legal services look like?
The research paints a nuanced picture of public attitudes towards AI in legal services.
Consumers recognise the significant opportunities AI presents for improving accessibility, affordability and ease of use. However, they also expect robust safeguards to ensure that innovation does not come at the expense of accuracy, accountability, transparency or consumer protection.
The findings suggest that public confidence in AI-powered legal services will depend not only on what these tools can do, but also on whether consumers feel protected when using them.
We are proud to have supported the Legal Services Board in generating evidence on this rapidly evolving area. As AI continues to reshape legal services, understanding consumer expectations will be essential to ensuring innovation delivers meaningful benefits while maintaining public trust.
Whether you’re a public body, charity, or organisation looking to understand your audience, evaluate impact, or inform future strategies, we’re here to help.
Get in touch with the M·E·L Research team today via our ‘Get in touch’ form below to see how our expert researchers can support your goals. Alternatively, you can email the team at info@melresearch.co.uk.
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