At the Legal Ombudsman we are continuing to carefully monitor the situation regarding COVID-19 and the Government’s advice for working safely.

To ensure that our people’s health and well-being are protected, our staff have primarily been working from home since late March.

Whilst we will continue to ensure the welfare of our staff, we are also determined to continue providing as comprehensive a service as possible to our customers. Our phone lines remain open and we are continuing to work on our ongoing investigations.

Our staff continue to have the flexibility in their working arrangements to ensure they are able to keep themselves and their families well. This may mean that you may still receive emails during non-standard work hours, although we are doing our best to minimise this now. If you have an ongoing case your investigator will be clear what their working hours are, and when you should expect an update from them.

We understand that COVID-19 is still 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 continue to be impacted, particularly whilst many of their staff continue to work from home or may not have returned from furlough. We will work with service providers to be as flexible as possible, and we will let people know if it affects their case. Our guidance for service providers can be found here.

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

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.