We are seeking information and evidence-based views about how the Legal Ombudsman can ensure its Scheme Rules remain fit for purpose, whilst reducing the administrative burden for service providers, and ensuring the principles of the Legal Services Act are met.
Within our current strategy we set out how we would work to achieve the goal ‘help to create an improved complaints handling system’. We have committed to exploring further revisions of our Scheme Rules, including consideration of our case fee structure.
We are seeking to:
- Understand what is working well
- Understand the potential barriers faced by consumers under the current Scheme Rules and why some consumers may not be making use of the scheme
- Establish what changes, if any, should be made to the current rules in order to improve the effectiveness of the scheme
- Explore a potential change to our case fee.
We would therefore welcome views about the use and effect of the existing Scheme Rules to inform the review. The call for evidence opens on Wednesday 26 October and closes on Friday 2 December