Investigating complaints - Information for service providers 26/03/2024 Investigating complaints - Information for service providers
How to complain to your service provider 19/07/2024 How to complain to your service provider Tagged: How to complain complaints journey complaint letter template closed firm guidance How we work consumer journey Help for prisoners
New self-service Customer Assessment Tool 26/03/2024 New self-service Customer Assessment Tool Tagged: Consumer resources
Losses needs to have been caused by the service provider’s service failing 27/11/2025 To direct a payment for a loss, that loss needs to have been caused by the service provider’s service failing
A client's dissatisfaction does not imply that the provider's service was unreasonable 17/02/2026 A client's dissatisfaction does not imply that the provider's service was unreasonable
New factsheet launched – Unhappy with our service 26/03/2024 New factsheet launched – Unhappy with our service Tagged: Consumer resources
How We Work 26/03/2024 Every year we help resolve thousands of complaints about the legal service from consumers who are unhappy with their legal service provider. Tagged: common complaints Scheme Rules governance case studies Consumers Ombudsman regulated firms
Promptly addressing a service failing and good complaints handling 16/01/2026 Promptly addressing a service failing and good complaints handling
The transfer of CMC complaints to the Financial Ombudsman Service 25/09/2024 The transfer of CMC complaints to the Financial Ombudsman Service Tagged: factsheets CMCs CMC complaints transfer
Considered decisions, communicated clearly are consistent with a reasonable service 18/12/2025 Considered decisions, communicated clearly are consistent with a reasonable service
If service providers explain their process up front, disputes are less likely 27/11/2025 If service providers explain their process up front, disputes are less likely
Service provider could have avoided complaint by issuing a final bill 16/01/2026 Service provider could have avoided complaint by issuing final bill
Delays and lack of response by probate service provider 27/11/2025 Delays and lack of response by probate service provider led to extended resolution time and increased remedy
Guidance: An ombudsman’s view of good costs service – second edition 26/03/2024 Guidance: An ombudsman’s view of good costs service – second edition Tagged: Guidance
