What you might need to know
Scheme
rules
The scheme rules provide the framework for how we resolve disputes and, drawing on the learning from complaints, inform good practice. The rules underpin our decisions and our process.
You can read our scheme rules here. They are set out in six chapters.
Scheme rules
Our scheme rules are approved by the Legal Services Board and the Lord Chancellor as required by the Legal Services Act 2007.
The rules set out the framework for how the Legal Ombudsman resolves complaints about legal services.
You can see the scheme rules here. You can read them as web pages (use the navigation to the right to read each of the six chapters). Or you can download them as a pdf if you click on the link below.
Scheme rules (pdf - opens in new window)
We consulted on the scheme rules in 2009. You can see the consultation drafts and responses on our consultations page.
