LeO publishes second round of public interest decisions

The Legal Ombudsman (LeO) has today published its second set of public interest decisions, continuing its commitment to transparency and to driving improvements in legal service standards.

LeO began a regular programme of decision publication earlier this year, using existing powers to increase transparency and accountability. Decisions are selected for publication where there is a clear public interest – such as where the issues are particularly serious, systemic, or where publication may help prevent similar serious failings in future.

This latest release includes ten decisions, which reflect serious service failings across a range of legal areas, including immigration, conveyancing, family law, and litigation. They also highlight several recurring issues that firms should take seriously. These include the risks of missing deadlines or failing to respond to third parties, the need to provide clear and accurate costs information, and the consequences of poor communication or acting without a client’s consent or approval. Each of these failings can lead to significant harm and undermine trust in legal services.

The remedies awarded in these decisions also reflect the seriousness and impact of the service failings. Financial redress, including refunds of fees and compensation, ranged from a few thousand pounds to over £40,000, with some cases also requiring firms to take additional steps to put things right.

Paul McFadden, Chief Ombudsman, said:

“This second round of public interest decisions reinforces LeO’s commitment to using its powers to shine a light on serious service failings. Whether it’s someone left without legal status due to a missed immigration application, a family facing unexpected tax bills during a time of grief, or a homebuyer losing money in a cyber-crime incident, the human impact is clear.

“Publishing these decisions is part of LeO’s broad programme of work to share insight from its work to help raise standards across the sector. Legal service providers should reflect on these cases and the lessons that can be learned. Transparency is not about naming and shaming – it’s about learning, accountability, and better outcomes for everyone who relies on legal services.”

To view the latest decisions and learn more about the criteria for publication, visit the Legal Ombudsman’s website.

Notes to editors

• The Legal Ombudsman scheme was established by the Office for Legal Complaints under the terms of the Legal Services Act 2007. The Act also established the Legal Services Board to oversee the regulation of the legal profession in England and Wales. Both the OLC and the LSB are arm’s-length bodies of the Ministry of Justice. LeO’s work supports and aligns with the regulatory objectives.
• A Public Interests Decisions Committee consisting of OLC Board Members considers and approves the publication of decisions in the public interest.
• Decisions will be published on LeO’s website approximately every quarter and will remain online for 12 months from the date of publication.

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