Fair, open, effective, shrewd and independent

You can see our range of publications here.

Our leaflets are free. Scroll down to download our latest versions. Alternatively, we can provide hard copies. If you would like to order copies, please email publications@legalombudsman.org.uk or call us on 0121 245 3071.

We can produce our publications in Braille, large print or audio tape and in a range of other languages. For copies of our publications, or if you would like to be added to our e-update list, please call our team on 0121 245 3071 or email publications@legalombudsman.org.uk

You will need Acrobat reader to view the publications on this site. You can download it here (launches website in a new window)

Guides on costs

As a consumer, you have the right to expect your lawyer to be clear about how much they are likely to charge you, and for a final bill that's clearly explained and doesn't come as a surprise. We've produced a guide 'Ten questions to ask your lawyer about costs' to help you ask the right questions and avoid problems in the first place. Read or download it here (there's a black and white version that's easy to print out).

Ten questions to ask your lawyer about costs (pdf – black and white to print out - opens in new window)
Ten questions to ask your lawyer about costs (pdf – colour to view on screen - opens in new window)

Since we opened, costs have been the single most common reason for people contacting us. Costs issues represent 20 – 25% of the problems people come to us with. We've published a guide 'An ombudsman's view of good costs service' to help lawyers to prevent complaints by avoiding the pitfalls of poor cost practice. It also explains our approach to resolving complaints.

An ombudsman's view of good costs service (pdf – black and white to print out - opens in new window)
An ombudsman's view of good costs service (pdf – colour to view on screen - opens in new window)

Our leaflet

Our 'Here to help' leaflet explains the type of legal complaints we can deal with, and details of some of the typical complaints we will deal with. It's designed to set out in general terms how we can help resolve complaints. It's available as a black and white version that you can print.

Here to help (pdf – black and white to print out - opens in new window)
Here to help (pdf – colour to view on screen - opens in new window)

Corporate plans and budgets

A modern Ombudsman scheme: The Legal Ombudsman's Strategy (2012-2015) and Business Plan (2012-2013)

Our three year strategy and business plan sets out the big issues in the legal services market to which we think we will have to respond. The strategy aims to build an Ombudsman scheme that resolves individual complaints and shares learning and insights to help drive improvements in legal services. It also aims to support the Legal Ombudsman's vision that everyone can access legal services in which they have confidence.

For the first time we set out the key performance indicators of timeliness, quality, cost, reputation and impact that will help us monitor our activities to ensure that we are delivering the best possible service.

Strategy (2012-2015) and Business Plan (2012-2013) (pdf - opens in new window)

Our journey so far:

2011-2014 Strategy and 2011 Business Plan (pdf - opens in new window)

Business Plan 2010 (January 2010) (pdf - opens in new window)

Annual Reports

You'll find information about what we have done in the financial year, including our accounts in our annual reports. You can also read our Chief Ombudsman's report and hear about the key lessons we learned from complaints here.

Annual report 2011 (July 2011) (pdf - opens in new window)
Annual report 2010 (July 2010) (pdf - opens in new window)

Our guide to good complaint handling

Our Guide to Good Complaint Handling explains the sorts of things the Legal Ombudsman expects to see from lawyers in dealing with complaints. You can see it here or order a hard copy from us.

Guide to Good Complaint Handling (pdf - opens in new window)

When we look at complaints raised with us, we examine the way in which the complaint was dealt with as well as the reason for the complaint being made in the first place.

Our guide for MPs and consumer advisers

From time to time people will experience problems with a lawyer or a law firm. This pack gives information about how to resolve problems as quickly and effectively as possible. Inside you will find:

• Background information about why we were set up and how we work
• Some information about our process
• A step-by-step guide to making a complaint
• Some useful tips

Guide for MPs and consumer advisers (pdf - opens in new window)

Our poster

Please feel free to download and print our poster (pdf - opens in a new window) to help us spread the word about how we can help people who aren't satisfied with the service they have received from their lawyer.

Here are some suggestions of where you might like to put up our free poster:

• Your local doctor's surgery
• Your village hall
• Your local church
• Your local library
• Your local supermarket notice board

Please make sure you get permission from the relevant people before you display our poster.

Our scheme rules

Our scheme rules have been approved by the Legal Services Board and the Lord Chancellor as required by the Legal Services Act 2007.

Scheme rules (pdf - opens in new window)