Published 10 June 2026
The Legal Services Board has published two research reports examining how well consumers are protected when using AI-powered legal tools, and what safeguards people expect when they turn to these tools for help.
Why we commissioned this research
More people are using AI tools to help with legal problems, from housing disputes and employment issues to debt and family matters. For many who cannot afford professional legal advice, these tools could make a real difference.
However, very little research existed on whether adequate protections are in place for people using them. We commissioned these reports to fill that evidence gap and inform our work supporting responsible innovation in legal services.
What the research found
The landscape review examined 234 documents from 70 organisations across eight jurisdictions. It sets out that AI-powered legal tools could make a real difference for the millions of small people who currently lack access to legal help. Around 32% of adults in England and Wales who experience a legal problem receive no professional support, often because of cost, complexity, or simply not knowing where to turn. AI tools offer a genuine route to more affordable, accessible legal help for people who would otherwise have none.
It found that standards specifically designed for consumer-facing AI legal tools are almost entirely absent.
Most existing standards address general AI governance, data protection, or the conduct of regulated lawyers rather than direct-to-consumer tools.
Of the standards identified, 58% are non-binding guidance with no enforcement mechanisms.
Protection is weakest in three areas:
-
- Identifying vulnerable users
-
- Directing people to regulated or specialist support
-
- Providing clear routes to complain or seek redress.
The consumer research, based on a survey of 1,000 adults representative of the population of England and Wales, found strong support for AI’s potential.
-
- 70% expect AI to improve ease of access to legal services
-
- 66% expect better accessibility
-
- 64% expect greater affordability.
However, consumers identified five protections they consider non-negotiable: a minimum guarantee for accuracy, no consequential action without informed consent, some level of human oversight, access to redress if things go wrong, and protection of personal data. 57% favour mandatory regulation over voluntary standards alone.
Reports and resources
- Existing standards for AI-powered business-to-consumer lawtech is a landscape review mapping standards, regulations, guidance, and codes of practice relevant to AI tools that deliver legal information or support directly to consumers.
- AI in legal services: consumer expectations and attitudes examines public attitudes toward AI in legal services, drawing on deliberative workshops, an online community, and a survey of 1,000 Public Panel members across England and Wales.
- Download an infographic summary of the research.
- Read our news story
Action we are taking
We are sharing these findings with government, regulators, innovators, and consumer organisations to inform how the sector responds.
Alongside these reports, we have published our AI plan for 2026/27, which sets out how we will support responsible innovation while strengthening consumer protection.
We are also participating in the government’s AI Growth Lab, working with the Solicitors Regulation Authority, the Council for Licensed Conveyancers, and the Information Commissioner’s Office to help lawtech firms navigate regulatory requirements and test products responsibly before market launch.