Coronavirus guidance

At the Legal Ombudsman we have been carefully monitoring the situation regarding COVID-19 and the Government’s advice around dealing with the outbreak.

To ensure that our people’s health and well-being are protected, we have arranged for all of our staff to be able to work from home during these difficult times and are providing them with the flexibility they need to keep themselves and their families well.

Whilst their welfare has to be our priority, we are also determined to continue providing as comprehensive a service as possible to our customers. Currently, by enabling our staff to work flexibly, our phone lines remain open and we are able to keep working on our ongoing investigations.

As many organisations are finding, supporting our people in this way will unfortunately create some disruption to our normal standard of service. Calls and emails may not always be responded to as quickly as our customers might hope and emails may arrive at odd times of the day or night. We will do everything we can to minimise any disruption, and to ensure that we answer as many new enquiries as possible. If you have an ongoing investigation and you have difficulties making contact with your investigator, please leave them a message and we will ensure that they contact you as soon as they can.

We understand that COVID-19 will also be affecting our customers and, during these difficult times, we will do all that we can to ensure that we are being as flexible as is reasonably possible. We recognise that for some people their complaint is not their priority at the moment. We are also aware that legal service providers may be impacted by both staff availability and access to their archives. We will work with service providers to be as flexible as possible, and we will let people know if it affects their case. Please let us know if you need us to consider suspending your case for any reason.

Until further notice, to enable us to respond to you as soon as we can, please ensure that postal correspondence is only sent to the following address:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

We wish all our customers good health and hope that you can please bear with us as we seek to do our best to continue to help you.