Fair, open, effective, shrewd and independent
Here's an outline of what each group within the Legal Ombudsman does.Operations
The Operations group is led by the director of Operations, Liz Shepherd. It's the largest group within the Legal Ombudsman and the engine room of complaint resolution.There are two main areas within operations: assessment and resolution. Our modern IT system supports our paperless approach and is integrated with our in-house knowledge management system.
The Assessment Centre is responsible for front line customer service. When a consumer makes an enquiry the team will decide if:
- • the consumer's complaint is an issue we can help resolve
- • the complaint is better looked at by another ombudsman scheme; or
- • the complaint is outside our jurisdiction.
Once we have accepted a complaint, it's handed over to the investigators in the Resolution Centre.
Using mediation skills and investigative techniques they'll attempt to bring the parties together and achieve an agreed resolution which may include an apology and compensation.
If an agreed resolution can't be reached, the investigators put forward a recommendation to an ombudsman. In turn, the ombudsman will review the case and make a decision.
The Operations group works hard to achieve a fair outcome in each case. They also work hard to resolve complaints as quickly as possible - no one should be kept waiting longer than absolutely necessary. The investigation team can use the powers of the Legal Services Act to enforce compliance with their investigation and their remedies.
The Human Resources (HR) team, led by Lesley Hancock, also forms part of the Operations group. The team deals with recruitment, learning and development, and implementing HR policies.
Ombudsman Team
Our ombudsmen are the final recourse for disputes that cannot be settled by our Resolution Centre. Each has powers that are set out in the Act.There are eight ombudsmen in the organisation, including the Chief Ombudsman, Adam Sampson. Adam is also our CEO. Adam's deputy ombudsman, Gary Garland, leads the Ombudsman Team (their biographies are all on the About us pages).
The ombudsmen are responsible for the overall quality of the organisation's work and for keeping the organisation up to speed with a range of issues such as:
- • new developments in the law
- • good practice in alternative dispute resolution; and
- • fundamentals such as equality and diversity.
Our ombudsmen aren't academics who spend their time considering deep issues away from the buzz of our office. They are core part of our day to day life and work closely with the different teams to share their knowledge and expertise.
Policy and Communications
This group explains to the wider world what we do and why we take our approach to resolving legal complaints. In short, they're responsible for all internal and external communications. The team is led by Alison Robinson.The team is made up of media and communication specialists and others, such as web designers, who will make sure we are easy to use and easy to find out about. The team also promotes feedback and lessons learned to the profession and liaises with regulators and government departments.
As the second largest Ombudsman in the UK and the newest, we are committed to playing an active role within the Ombudsman community. Policy and Communications also leads this work.
Finance and Business Services
The Finance and Business Services Group is led by Rob Hezel, the director. There are three key teams within this group – Finance, IT and Telecoms, and Facilities. All three look after key aspects of the working environment at the Legal Ombudsman.We're based in a refitted building in central Birmingham, close to all public transport links. Facilities takes responsibility for ensuring that all the building services are working and that we meet our changing needs. We want to make sure that the Legal Ombudsman is a fresh and stimulating place to work.
The IT team has a central role in keeping the operation up and running. Our starting point is to be as paperless as possible. We aim to take the maximum advantage of the technology available today and in the future.
Our Finance team has a special responsibility to ensure that we aggressively seek to get value for money. We must demonstrate that we are making good use of public funds.