Rethinking Consumer Vulnerability in the Legal Services Sector: The Case for the Universal Practice Approach (UPA)

Paolo Baffero; Harriet Pierpoint

doi:10.35295/osls.iisl.2402

Authors

Paolo Baffero University of South Wales https://orcid.org/0009-0006-0184-2420
Harriet Pierpoint University of South Wales

DOI:

https://doi.org/10.35295/osls.iisl.2402

Keywords:

Universal Practice Approach, Vulnerability, Lived expertise, Inclusive design, Access to justice

Abstract

Vulnerability remains a contested concept in legal services, with traditional models often reinforcing stigma through risk-based identification. This article introduces the Universal Practice Approach (UPA), which reframes vulnerability as a universal, dynamic experience, and calls for proactively inclusive legal services grounded in universal access, trust based provider-user relationships, and the integration of lived expertise. Based on an extensive evidence review and qualitative research with relevant parties, including lived experts, in England, the UPA is built on six mechanisms: (1) inclusive and proactive service design, (2) co-development with lived experts, (3) empowering provider-user interviews, (4) embedding lived experts and community partners in service provision, (5) training of legal practitioners, and (6) iterative feedback loops, aligning with regulatory aims such as those of the Solicitors Regulation Authority. By centring universal access and collaborative practice, the UPA offers a transformative path towards a more just and equitable legal system.

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Author Biographies

Paolo Baffero, University of South Wales

Corresponding author.

Paolo is a researcher in sociology and criminology at the University of South Wales. His research engages critically with the intersections of law, policy, and social justice, particularly the ways legal processes shape, constrain, or respond to the experiences of marginalised and structurally disadvantaged communities. He has published in international journals, spoken at major conferences, and contributed to policy reports for government and regulatory bodies. Email: paolo.baffero@southwales.ac.uk

Harriet Pierpoint, University of South Wales

Harriet is a part-time Professor of Criminology at the University of South Wales and co-founder and Chair of the Vulnerability Research Network. Her expertise lies in vulnerability research, particularly within the criminal justice system. She has led numerous criminological, socio-legal, and social research projects across government, regulatory, and third-sector contexts. Her work centres on engaging those affected in meaningful, respectful, and innovative ways to influence change. Email: harriet.pierpoint@southwales.ac.uk

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