Stories from our annual report...
The first report from our Chief Ombudsman, Adam Sampson, features stories from our investigations. All of these people came to us for help. And all of them paint a picture about the changing legal landscape – and how people can still fall through the gaps in the system. You can read their stories below.- Contact us
- Our publications
- Stories from our annual report
- - Introduction
- - Geographical boundaries
- - The blurred edges of regulation
- - A new regulatory maze?
- - Mixing, matching and confusing
- - Alternative Business Structures
- - A positive response
- - Routes to redress
- Our vision and values
- Our scheme rules
- Our board and committees
- Our team
- Our official documents
- Our policies
- Our work with other official bodies
- Our consultations
- Our response to external consultations
- Measuring our performance
- Research and statistics
- Information for suppliers
Welcome from Adam
We use lawyers at key points in our lives – at important, and often upsetting or stressful times like when we move house, have an accident or get divorced.I have included these stories in my first Chief Ombudsman's report because the experiences of the people involved demonstrate the impact of a changing and developing legal services market.
Introduction
Choice and innovation: the changing landscape of legal services.Before I go on to describe the more complex issues and lessons we have learned – and continue to learn – as a new Ombudsman scheme, it is necessary to place them in the context of the changing landscape in which we find ourselves....
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Stories
Geographical boundaries
Ms E's story
Ms E bought some property overseas 'off plan' but ran into trouble when she found the developers had breached their contract. She employed a firm of solicitors to negotiate a settlement with the developers...
Ms E's story
Ms E bought some property overseas 'off plan' but ran into trouble when she found the developers had breached their contract. She employed a firm of solicitors to negotiate a settlement with the developers...
The blurred edges of regulation
Mr F's story
Mr F complained to us that he had gone to a high street solicitor to write a will. He was then introduced to an individual in the next office...
Mr and Mrs G's story
Mr and Mrs G had a home visit from a will writing company...
Mr F's story
Mr F complained to us that he had gone to a high street solicitor to write a will. He was then introduced to an individual in the next office...
Mr and Mrs G's story
Mr and Mrs G had a home visit from a will writing company...
A new regulatory maze?
Mr H's story
Mr H hired a claims management company to represent him in an unfair dismissal claim...
Ms I's story
Following a car accident, Ms I thought she might entitled to some compensation, so she decided to make a personal injury claim...
Mixing, matching and confusing
Mr J's story
Mr J was convicted of burglary...
Mr K's story
Mr K's wife passed away. Mr K then looked for help to execute his wife's will...
Mr L's story
Mr L filled in an online form with a web-based legal provider and paid the fee of £97...
Alternative Business Structures
Mrs M's story
Mrs M went to a well-known high street retail and banking chain to get help with administering her father's will. She trusted the company implicitly...
A positive response
Mr and Mrs N's story
Mr and Mrs N had taken on a solicitor to help with two separate matters – an employment tribunal and mortgage insurance...
Routes to redress
Mr P's story
Mr P is a trustee of a social club. He and his fellow trustees employed a firm of lawyers to sell the clubs premises...
Mrs Q's story
Mrs Q employed a firm of solicitors to deal with a purchase of property in 2009. She paid them stamp duty...
If you want to read the full text of the annual report and accounts, please click here. (pdf opens in a new window).