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 ombudsman 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

Claims Management jurisdiction

Remedies and Learning from Complaints
This course looks at themes and trends that we have seen during the first two years of the CMC jurisdiction. For further details please see the course overview.

  • 7 February 2017, 1-5pm London School of Economics WC2A 2AE

Human Factors: How to avoid service failings

This course will help claims management companies to improve their procedures and prevent service failings from occurring.  For further details please see the course overview.

  • 28 February 2017, 1-5pm The Studio, Manchester,  M1 1FN

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: Remedies and Learning from Complaints for the claims management industry

Course: Human Factors: How to avoid service failings

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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Hours of Operation over Christmas

Our telephone lines will be open from 28 December until 30 December between the hours of 10:00 to 16:00. Our office will be closed on Monday 2 January.

Our normal telephone opening hours, which are from 08:30 to 17:30, will restart on Tuesday 3 January.

For any legal service provider queries, you can email us at enquiries@legalombudsman.org.uk or for any claims management company queries, you can email us at cmc@legalombudsman.org.uk.

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