image taken from front of CMC report

Claims management update

Feeding back

The Legal Ombudsman continues to feedback to the legal service providers and CMCs in line with our strategic priorities. February saw us deliver two of our professional learning courses to CMCs: Remedies and Learning from Complaints and Human Factors: Service Failings. The latter course was a new course that we ran to help claims management companies improve their procedures to prevent service failings from occurring. The courses were both well received and it was great for operational staff to meet CMCs face to face and be able to share insights from themes and trends we see.

Later this year, we will be delivering two further courses. As always, we are committed to ensuring that our courses are beneficial to all delegates.

We will update our website when dates are released. If you would like to keep an eye out, please visit: or visit us on Facebook, LinkedIn or Twitter @Legal_Ombudsman.

We continue to offer our relationship management programme to CMCs who have found the programme to be beneficial. CMCs are able to discuss complaints data relevant to them and it is an opportunity for CMCs to request guidance to support them with complaint handling at first tier.

We have posted a series of periscope videos covering topics including tips for instructing a CMC, how to make consumer complaints and Category 1 decisions. We have also provided guidance about our process in relation to complaints about mis-sold financial products and accident management services, amongst others. The videos have been well received with a high number of views and we hope that they have reached an audience which is inclusive of consumers and CMCs. We will be covering a range of topics in the future, so if you don’t already follow us, please download the periscope app and follow us on Twitter @Legal_Ombudsman.

Stakeholder event

In March, the CMC team delivered the second stakeholder event since the commencement of the CMC jurisdiction. It was an opportunity for LeO to engage with key stakeholders to discuss experiences of the past year. The event was attended by representative from CMCs, the Claims Management Regulator and wider stakeholders, all of whom play a key role within the sector.

We provided updates on information ranging from what our three year strategy is to how we are demonstrating our customer service principle of ‘making a difference’ for both complainants and CMCs. The event also gave stakeholders the opportunity to ask our Chief Ombudsman and Director of Operations questions, which resulted in interesting and useful discussions. The feedback we received from all those who attended was overwhelmingly positive.

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