We have now published our three year strategy and business plan (pdf opens in new window), setting out the big issues in the legal services market to which we think we will have to respond. The strategy aims to build an Ombudsman scheme that resolves individual complaints and shares learning and insights to help drive improvements in legal services. It also aims to support the Legal Ombudsman’s vision that everyone can access legal services in which they have confidence.
For the first time we set out the key performance indicators of timeliness, quality, cost, reputation and impact that will help us monitor our activities to ensure that we are delivering the best possible service.
You can read the consultation version here (pdf opens in new window) – the consultation closed on 18 January 2012.