We joined up with the Legal Services Consumer Panel to investigate consumers’ expectations and experiences of complaints handling processes within the legal services sector.
The research was divided into two parts. The first looked at the attitudes and experiences of first-tier complainants (people whose complaint was dealt with by the lawyer involved) to understand what both good and bad complaint handling looks like (pdf opens in new window). The second project looked at the reasons and the outcomes for premature complainants (people who came to the Legal Ombudsman before they made a formal complaint to their lawyer) (pdf opens in new window).
You can read an executive summary (pdf opens in new window) for both research projects, along with YouGov’s key findings.