Data and decisions for CMCs

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 to ensure our work is transparent while using business intelligence to help raise standards across the claims management sector.

Ombudsman decision data

Our Board, (the Office for Legal Complaints) is empowered to publish information on ombudsman decisions by the Legal Services Act 2007. Our Board has instructed the Legal Ombudsman to do this on its website. The information we publish is a simple and transparent record of decisions made by the Legal Ombudsman.

This approach is consistent with government policy which requires organisations such as ours to publish information of this type. It is also consistent with the approach taken by other Ombudsman schemes.

The data is published in accordance with our Publishing Decisions policy.

This policy statement summarises how we approach the publication of decisions, how we will use this information to raise standards and how we will monitor and review the publishing decisions policy.

Publishing Decisions policy statement

This data displays details of claims management companies that have received an ombudsman’s decision made between 1 July 2016 to 30 June 2017.

View datatable View decisions data file (.csv)

Public interest cases

This is where you’ll find detailed reports on cases where there has been a pattern of complaints or set of individual circumstances that have resulted in an ombudsman decision(s) that indicate it is in the public interest that the service provider should be named.

Our Board decided to publish the names of these service providers following extensive consultation.

Please note that this data is from the Legal ombudsman records only. To find out more about service providers you will need to approach them directly or contact the relevant approved regulator.

Case summaries

Complaints data 2015-16

In this section you will find some data about complaints we have handled from 1 April 2015 – 31 March 2016. We collate and publish complaints data on an annual basis. The data is split into the categories listed below:

  • Who complained to us?
  • Which people or organisations made a complaint?
  • Volume of complaints by area of service?
  • What were the complaints about?
  • What was the resolution method?

Click on the tabs below to view some of the data as graphs.

Please note: Certain historic data will be updated for cases which may be reopened for further investigation and reclosed at a later date. We do not restate previous quarter’s data to reflect this as the effect of this is not significant. Where nets and other results do not sum to 100%, this may be due to multiple responses, computer rounding or the exclusion of don’t knows/not stated.

Who complained to us?

Under the Equality Act 2010, we are required to collate data about those individuals who have made a complaint. The data we collect is analysed to ensure that we do not have a negative effect on the different equality groups. We will report on this data on an annual basis. This data (shown below) is only for those individuals who provide this information to us so the sample size is smaller.

The graphs below show who has made a complaint by *ethnicity, *age, *religion, *gender, *sexual orientation and *impairment.

*Figures based on those who agreed to provide their Equality and Diversity information.

 

 

 

 

 

 

 

 

 

 

 

Click here for the CSV version of this data, (document opens in a new window).

Which people or organisations made a complaint?

The table below shows who has made a complaint, for example a member of the public or executor.

2015-2016 Q 1 2015-2016 Q 2 2015-2016 Q 3 2015-2016 Q 4 Annual
% Total % Total % Total % Total % Total
Member of Public 100.00% 277 100.00% 340 100.00% 552 99.81% 538 99.94% 1707
Executor 0.00% 0.00% 0.00% 0.19% 1 0.06% 1
Grand Total 100.00% 277 100.00% 340 100.00% 552 100.00% 539 100.00% 1708

Click here for the CSV version of this data, (document opens in a new window).

Volume of complaints by area of service?

The graph below shows what the complaints we received were about by area of service; for example, whether people complained to the Legal Ombudsman about a accident management issue, a financial products/services matter or about employment matters.

You can see a quarterly breakdown for each sector in the CSV file.

Graph showing complaints by area of service

Click here for the CSV version of the data, (document opens in a new window).

What were the complaints about?

The table shows what the complaints were about by area of service, for example delay/failure to progress or failure to advise.

Costs information deficient Potential misconduct Delay/Failure to progress Failure to advise Failure to Cancel Agreement Failure to Comply With Agreed Remedy Failure to investigate complaint internally Failure to follow instructions Failure to Keep Papers Safe Failure to keep informed Failure to reply Failure to release files or papers Unable to Contact CMC Fee – Settlement – Contractually Disputed Fees Fee – Settlement – Excessive Fees Fee – Settlement – Unjustified Fees Fee – Upfront – Failure to Refund Fees Fee – Upfront – Fee Taken Without Authority Misleading Advertising / Marketing Other Unsolicited Marketing – Email Unsolicited Marketing – Telephone Grand Total
Other
Criminal injuries compensation 0.00% 0.00% 0.00% 25.00% 0.00% 0.00% 0.00% 25.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 25.00% 25.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 100.00%
Employment Law 0.00% 0.00% 25.00% 25.00% 0.00% 0.00% 0.00% 0.00% 0.00% 25.00% 0.00% 25.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 100.00%
Employment matters 0.00% 10.81% 13.51% 10.81% 0.00% 2.70% 8.11% 16.22% 0.00% 10.81% 2.70% 2.70% 5.41% 2.70% 2.70% 5.41% 5.41% 0.00% 0.00% 0.00% 0.00% 0.00% 100.00%
Financial products/services 2.70% 6.38% 13.85% 10.06% 2.90% 0.34% 2.26% 6.38% 0.20% 8.71% 1.65% 0.37% 3.85% 4.56% 1.69% 10.13% 22.39% 0.71% 0.37% 0.20% 0.07% 0.20% 100.00%
Housing disrepair 0.00% 0.00% 0.00% 50.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 50.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 100.00%
Industrial Injuries Disablement Benefits 0.00% 0.00% 0.00% 50.00% 0.00% 0.00% 50.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 100.00%
Other-CMC 2.33% 11.63% 23.26% 16.28% 0.00% 0.00% 4.65% 9.30% 0.00% 9.30% 6.98% 0.00% 2.33% 0.00% 2.33% 2.33% 0.00% 0.00% 0.00% 6.98% 0.00% 2.33% 100.00%
Personal Injury 6.35% 14.29% 19.05% 19.05% 1.59% 0.00% 7.94% 12.70% 0.00% 3.17% 0.00% 1.59% 0.00% 1.59% 1.59% 4.76% 0.00% 0.00% 1.59% 3.17% 0.00% 1.59% 100.00%
Grand Total 2.73% 6.64% 14.06% 10.43% 2.79% 0.35% 2.50% 6.68% 0.19% 8.63% 1.70% 0.45% 3.75% 4.40% 1.73% 9.88% 21.34% 0.67% 0.39% 0.35% 0.06% 0.26% 100.00%

Click here for the CSV version of the data table, (document opens in a new window).

What was the resolution method?

The table shows the resolution method by area of service. It shows how we resolved complaints; for example, if complaints were closed*, if they were resolved informally or went through to an ombudsman decision.

Closed Informal Ombudsman % Total
% Total % Total % Total
Accident management 0.00% 100.00% 2 0.00% 100.00% 2
Criminal injuries compensation 0.00% 50.00% 1 50.00% 1 100.00% 2
Employment Law 25.00% 1 0.00% 75.00% 3 100.00% 4
Employment matters 25.00% 3 16.67% 2 58.33% 7 100.00% 12
Financial products/services 46.17% 753 31.76% 518 22.07% 360 100.00% 1631
Housing disrepair 100.00% 1 0.00% 0.00% 100.00% 1
Industrial Injuries Disablement Benefits 0.00% 0.00% 100.00% 1 100.00% 1
Other-CMC 18.18% 4 72.73% 16 9.09% 2 100.00% 22
Personal Injury 21.21% 7 27.27% 9 51.52% 17 100.00% 33

*Closed cases include:

  • Complaints that were withdrawn by the person who complained
  • The person that complained did not make any further contact despite our follow up
  • Complaints which are closed under our scheme rules. Our scheme rules set out the framework for how we resolve complaints about legal services and claims management companies

Click here for the CSV version of the data table, (document opens in a new window).

How do we put things right?

We prefer to resolve complaints by brokering an agreement between the service provider and the complainant. Therefore, our investigators attempt to settle complaints as amicably as they can, while bringing both parties (both the service provider and the complainant) to a swift and mutually beneficial resolution. We call this “informal resolution”.

Where an informal resolution cannot be reached, either party may ask an ombudsman to make a final decision. At this stage the resolution will be based less on resolving the complaint amicably and more on what is deemed fair and reasonable.
In 2015 – 2016 we have resolved 32% of complaints informally and the number of resolutions reached by ombudsman decision is also 32%.
In the majority of cases it is the complainant who requests a decision by an ombudsman. This is consistent with some evidence from other ombudsman schemes that there has been an increase in complainants’ propensity to pursue their complaints as far as possible. It may also reflect an increase in the number of service providers offering reasonable remedies at the first tier which, if true, is a positive development. Nevertheless, we will continue to work at brokering more informal resolutions moving forward.

This year:

  • 14.3% of ombudsman decisions resulted in a financial remedy of up to £299.
  • 48.6% of ombudsman decisions resulted in a financial remedy of between £300 and £999.
  • 7.2% of ombudsman decisions resulted in a financial remedy of between £1000 and £4,999.
  • 0.3% of ombudsman decisions resulted in a financial resulted in a remedy between £15,000 and £20,000.

Please note: Certain historic data will be updated for cases which maybe reopened for further investigation and reclosed at a later date. As a result the total of each quarter may not match the total.