Guide to uploading documents with your complaint form submission 30/04/2025 This page explains how to upload supporting documents with your complaint form submission
Investigating your complaint 26/03/2024 In this section we will tell you more about how we investigate your complaints. Tagged: investigating complaints factsheets Resolving complaints
Governance frameworks 06/03/2026 Information about the different terms of reference and codes of practice for the OLC and its committees Tagged: Office for Legal Complaints governance
Our commitment to you 26/03/2024 The Legal Ombudsman outlines its service principles, what you can expect from us and what we expect from you. Tagged: customer service principles consumer factsheets How we work
Equality, diversity and inclusion 28/11/2025 The Legal Ombudsman has a strategy for ensuring that the principles of equality, diversity and inclusion (EDI) are at the heart of everything we do – both as an employer and as a public service. Tagged: equality diversity inclusion
Who We Are 12/03/2026 Our job is to help resolve disputes between consumers and legal service providers. We are independent and impartial and base our assessment on the evidence provided. We aim to reach a resolution that is fair and that works for everyone involved. We help consumers to resolve complaints. We also help legal service providers to better understand such complaints, so they don’t happen again. Tagged: Office for Legal Complaints OLC Legal Ombudsman Scheme How we work
Annual Report and Accounts 2024/25 03/10/2025 The 2024/25 annual report and accounts shows how the Legal Ombudsman maintained the pace of its service and performance improvement.
Complaining about closed service providers 14/05/2024 This factsheet explains how we look at complaints against service providers who are no longer open. Most of the complaints that are brought to us are about solicitors and the information here concentrates on those service providers. Tagged: Closed legal firms closed legal service providers factsheets consumer journey
Technical advice desk 26/03/2024 Advice line for technical queries from service providers Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process complaint handling advice
The LeO Process 11/03/2026 Guidance and resources on the ombudsman scheme Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process
Good complaints handling 16/03/2026 Guidance to ensure legal service providers are meeting their statutory requirements as well as best practive resources. Tagged: good complaints handling first tier complaints training and events How we work Complaints process lawyer information solicitor information
OLC Operating framework 26/03/2024 Section 117 of the Legal Services Act requires the Legal Ombudsman to “have regard to such generally accepted principles of good corporate governance as it is reasonable to regard as applicable to it”. The purpose of this document is to demonstrate how the OLC is discharging this obligation under the Act. Tagged: OLC Operating framework OLC Office for Legal Complaints
