Raising standards

We set ourselves high performance standards at the start of each year, which we report on as part of a commitment to continuous improvement.

In addition, we publish complaints data and information about ombusman decisions to ensure our work is transparent, while using business intelligence to help raise standards across the legal sector.

Professional learning courses

In January 2013, the Legal Ombudsman began running courses on complaint handling for the legal profession. The courses focus on first tier complaints handling and best practice and understanding the Legal Ombudsman’s complaints process.

Upcoming courses

Legal jurisdiction

Guide to good complaint handling

  • 13th October 2016, London School of Economics

An opportunity to find out about current trends in complaints and best practice in complaints handling. For further details please see the course overview.

Complaint handling for the Legal Profession

  • 15 November 2016, Liverpool Law Society

Run in partnership with Liverpool Law Society, this is an opportunity to find out about current trends in complaints and best practice in complaints handling. To register for the course please visit the Liverpool Law Society website.

Claims Management jurisdiction

Complaint Handling

This will be an opportunity to find out about our approach to complaints handling and the trends we have seen to date in complaints about CMCs. For further details please see the course overview.

  • Dates TBC

Remedies and Learning from Complaints

This new course will build on previous courses in terms of the themes and trends that we have seen during the first year of the CMC jurisdiction. For further details please see the course overview.

  • Dates TBC

If you are interested in attending a future course,  please email us at courses@legalombudsman.org.uk and we will notify you of any new dates.

How to register

To register for the course please complete the registration form.

Register for course

Or you can download and fill-in  this registration form and then send to:

Email: courses@legalombudsman.org.uk
Telephone: 0121 245 3100

Once we have received your registration form we will be in touch to confirm your place on the course and request payment as per our charging policy. (pdf opens in a window)

Course Overview

We aim to run courses which enable service providers to find out more about the Legal Ombudsman and best practice in complaints handling. At the moment we have three courses available: Complaint Handling and Remedies and Learning from Complaints, both for the claims management industry and Guide to Good Complaint Handling for the legal profession.

The courses are led by members of our Ombudsman team as well as staff who are involved on a daily basis with investigations. As much as possible the courses are interactive and use case studies as well as presentations.

For more information about the courses please view the course overview:

Course: Complaint Handling for the claims management industry

Course: Remedies and Learning from Complaints for the claims management industry

Course: A guide to good complaint handling for the legal profession

For further details about courses please contact: courses@legalombudsman.org.uk

Publications

CFA case study

Interview with a complainant

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Phone lines

Our phone lines will be closed between 14:00 and 15:00 today. If you wish to contact us during this time, you can email us at enquiries@legalombudsman.org.uk for legal service enquiries, or cmc@legalombudsman.org.uk for claims management company enquiries. We are sorry for any inconvenience caused.

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