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
New factsheet launched – Unhappy with our service 26/03/2024 New factsheet launched – Unhappy with our service Tagged: Consumer resources
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
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
Signposting consumers to the Legal Ombudsman 24/06/2024 This signposting pack has been created to help you meet the statutory requirements. It includes suggested text you could use to signpost customers to the Legal Ombudsman (LeO) and when you should do this. Tagged: Signposting Consumer resources FAQs factsheets guidance Signpost
Factsheets 30/09/2024 Our factsheets are short and easy to digest, and give an overview of the relevant topic. Tagged: factsheets
Best practice complaint handling guide 26/03/2024 The aim of this guide is to help you improve the overall service you provide to your customers. By sharing best practice with you, we hope you will be able to reduce the number of complaints that are escalated to the Legal Ombudsman and improve service standards across the profession. Tagged: Signposting complaint handling best practice scheme rules language responding to complaints final response remedies
Ensuring people contact us at the right time 26/03/2024 We’ve made changes to help ensure people contact us at the right time – once their legal service provider has had a chance to look into their complaint. This includes launching a new leaflet that service providers can send. Tagged: Improvements Premature complaints consumer journey Customer journey
