image taken from front of CMC report

Claims management update

Periscope video

Recent work aimed at professionals has included a periscope video for legal service providers and claims management companies on our case fees and when they are charged as well as how to recognise and approach complaints. These videos featuring ombudsman Michelle Fleming and investigator Emily Evans aired via our social media channels in August, gaining nearly 300 views on the day.

Periscope users are still able to view these videos by searching for the Legal Ombudsman on the Periscope app. If you want to keep up-to-date with latest live videos, follow the LeO Twitter account @Legal_Ombudsman.

If you’d like us to cover a particular subject in our next Periscope, let us know at

Feeding back to the industry

A course for CMC professionals took place in Manchester at the beginning of September on Remedies and learning from complaints. The course looking at themes and trends that we have seen in our CMC jurisdictions was so popular, we filled places quickly and had a waiting list too.

Our next course will be held in London on the 15 November on Human Factors: How to avoid service failings. The purpose of the course is to help claims companies improve their procedures to prevent service failings from occurring. In turn, this should reduce the number of customer service complaints received.  The last time we ran this course it received very positive feedback.

The course is designed to be as interactive as possible, using case studies to illustrate our work where possible.

To book your place, visit our website or email

CMC stakeholder event

We will be hosting our next CMC stakeholder event on the 26 October. This is an opportunity for the Legal Ombudsman to engage with a variety of key CMC stakeholders to discuss experiences of the last few months and to provide an opportunity to network. The event will be attended by representatives from the Claims Management Regulator, The Financial Ombudsman Service, lenders and wider stakeholders who all play a key role within the sector. 

The event is also an opportunity for members of our CMC department to meet representatives from the industry. A number of CMCs attend these events regularly and it is great to continue our engagement with them.

At our last event we were able to touch upon a diverse range of topics, ranging from what our three year strategy is, to how we are demonstrating one of our five customer service principles, which is ‘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.

October’s event will include discussions on what’s happening in LeO, our modernisation programme and an overview about what we know in respect of the transfer of complaints to the FOS.  We will also be looking at what our data is telling us and the changes we are seeing in the CMC market including an increase in accident management claims.  

We will close with an open Q&A, where we will be happy to answer any questions you may have and our stakeholders will also contribute to these discussions.

If you would like to book a place at this event, please email

New research

Research has been carried out by LeO on CMC users to identify trends around their demographic profiles and media habits. This will provide us with insight into how they can be effectively targeted through media and outreach activity.

The final report will be published on the Legal Ombudsman website soon but for a taster of more information on the key findings of this research, see the LeO Links section of this edition of LeO News.

Consumer feedback

We’ve had some wonderful feedback from LeO consumers recently that we wanted to share with you.
CMC customer feedback
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