“…Therefore, if lay clients are held to the same standards of etiquette and behaviour despite the more limited assistance from representatives, the online system leaves them at a comparative disadvantage. In combination with the already reduced capacity of representatives to assist their clients owing to the reductions in legal aid (Sommerlad, 2001;Welsh, 2017;Gibbs and Ratcliffe, 2019;Wong and Cain, 2019;Campbell, 2020), the online system potentially exacerbates rather than ameliorates the impact of the socioeconomic disparity between processionals and lay clients, to the detriment of the latter.…”