Key facts about the Legal Ombudsman
Here are some key facts you might like to know about us. Or use the navigation on the right to find out more.- Contact us
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- Stories from our annual report
- Our vision and values
- Our scheme rules
- Our board and committees
- Our team
- Our official documents
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- Our work with other official bodies
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- Measuring our performance
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Strategic objectives
SO1 (financial efficiency and control): Process all enquiries and complaints in a thoughtful, fair and effective way, offering a high quality, value for money service.To ensure that a high level of service is offered to all our customers – complainants and lawyers alike – bearing in mind the need to make the most effective use of available resources.
SO2 (internal processes): Continuously improve our processes and the resulting outcomes for our customers.
To take every opportunity to improve our ways of working in order to provide an increasingly efficient and effective service.
To be aware of the impact that our activities have on all our customers, the profession (legal and wider) and other external stakeholders.
To make sure that customers receive the best possible service directly from us or that they are signposted quickly and accurately to other agencies that are better placed to meet their needs.
SO3 (stakeholder satisfaction): Build credibility and openly share best practice with each other, our customers and external stakeholders.
To be clear with complainants about the difference between the level of satisfaction they experience with the LeO service itself and how they feel about the outcomes achieved by us in dealing with their complaint.
To build an honest, open and professional relationship with lawyers, Approved Regulators, the Ministry of Justice and other Ombudsman services.
To share best practice by talking to each other, listening to our customers and learning from experience.
To be recognised within the legal and Ombudsman professions as leaders in setting customers service standards.
SO4 (organisation and learning): Achieve organisational excellence.
To behave in an honest, open and respectful way with each other at every level within the organisation.
To create a mutually supportive workplace culture, backed by clear, fair and widely understood company policies and procedures.
To make sure that everyone's contribution is valued and acknowledged, regardless of function or status.
To offer the same opportunities for equal and fair treatment to colleagues, customers and other stakeholder alike, irrespective of their nationality, race, gender, sexual orientation or disability.