LeO News - Issue 14
In this issue: tips to improve your complaint handling; the latest research in our new LeO Links section; a view from the top; and our new Live Chat initiative in focus.

What's in this issue?

photo of Kathryn Stone, Chief Ombudsman of the Legal Ombudsman

View from the top

It has been a whistle stop tour of the legal and claims management sectors for me since joining LeO in January. I have been out on the road, meeting with stakeholders and customers, finding out what people think of our service; and gaining an appreciation... Read more...

photo of stack of papers, newspapers

News in brief

We recently published the latest summary of ombudsman decisions made about legal service providers. And, for the first time, we’ve published a full year’s worth of data about ombudsman decisions relating to claims management companies....

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photo of man and a couple discussing a complaint

How can we help you improve complaint handling?

It goes without saying, we think complaint handling is quite important. We want to help...

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image taken from front of CMC report

Claims management update

It has always been our intention to publish ombudsman decisions involving CMCs. After a year of operation, we now have sufficient data to do this fairly...

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photo of row of lightbulbs

LeO Links – our quarterly bite-size knowledge alerts

We are committed to sharing and disseminating what we learn with the public and the industry – it’s one of our key strategic priorities. Each quarter we will publish LeO Links...

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photo of person under light on street

In the spotlight – Live Chat

Communication is a key part our strategy to create an improved complaints handling system and disseminate what we have learned more widely. As part of this process we recognise...

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