Guidance: our approach to determining complaints

Guidance: our approach to determining complaints

This guidance sets out the Legal Ombudsman’s approach to determining complaints when deciding what is “fair and reasonable in all the circumstances of the case”. It explains why, when the test is based on the ombudsman’s opinion and each complaint is decided on its specific circumstances, it is difficult to have a single definition.

It also explores some of the common factors which may influence our decision on what is fair and reasonable.