What protections do consumers expect from AI legal tools?
The Legal Services Board (LSB), the oversight regulator for legal services in England and Wales, says its research identified five basic protections consumers expect from AI legal tools: accuracy, informed consent before consequential action, human oversight, access to redress, and protection of personal data.
The LSB set these out in remarks by Jelena Lentzos, Director, Strategy, Policy and Engagement at the LSB, opening a panel at the International Conference of Legal Regulators in London, published on 30 September 2026.
How well do current standards cover them?
The LSB's review of AI standards found that standards "specifically designed for consumer-facing legal tools were almost entirely absent". It says much of the material that does exist is non-binding guidance, and that "There is a clear gap between the protections consumers expect and what may actually be in place."
The LSB says its research with consumers and on AI standards shows a marked "expectation/reality gap" between how consumers expect AI-powered lawtech to behave and how it may actually behave. In the same consumer research, 70% expected AI to make legal services easier to access.
What risks does the LSB name?
The LSB says AI tools "can give inaccurate or overconfident information, miss signs of vulnerability, or fail to recognise when someone needs specialist advice", and that they "can mishandle sensitive data and reproduce existing biases". It says the risk "is particularly acute when people believe they are receiving protected legal advice, but are not".
What is the LSB doing about it?
The LSB points to its statutory guidance on technology and innovation, which asks regulators to enable technology to address unmet need, balance benefits and risks, and create an environment open to innovators. It also names its work with the government's AI Growth Lab, its Innovation and Technology Forum for frontline regulators, and its support for LawtechUK's regulatory guidance.
Where do the five protections come from?
The LSB says they come from its research into what consumers expect, and the remarks cover help from regulated and unregulated providers alike. The LSB oversees the bodies that directly regulate lawyers in England and Wales, including the Solicitors Regulation Authority.
Margo Legal is not a law firm and does not give legal advice.
Sources
- Legal Services Board, "The edge of regulation: the unregulated market, access to justice and AI", opening remarks by Jelena Lentzos, Director, Strategy, Policy and Engagement, posted 30 September 2026 (marked "Please check against delivery"): https://legalservicesboard.org.uk/news/the-edge-of-regulation-the-unregulated-market-access-to-justice-and-ai (read 25 Oct 2026)
- Legal Services Board, Who we are: https://legalservicesboard.org.uk/about-us/who-we-are (read 25 Oct 2026)
- Legal Services Board, Approved regulators: https://legalservicesboard.org.uk/about-us/approved-regulators (read 25 Oct 2026)