Considered decisions, communicated clearly are consistent with a reasonable service 18/12/2025 Considered decisions, communicated clearly are consistent with a reasonable service
New self-service Customer Assessment Tool 26/03/2024 New self-service Customer Assessment Tool Tagged: Consumer resources
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
Service providers should consider the transaction type when advising on timescales 31/03/2026 Service providers should consider the transaction type when advising on timescales
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
LeO cannot require a service provider to conclude the administration of an estate 27/11/2025 The Legal Ombudsman cannot require a service provider to conclude the administration of an estate, especially where the issues are being caused by a third party.
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
Can I complain if I've already accepted an offer? 26/03/2024 Offer accepted from service provider Tagged: Our rules
Poor service - failing to provide an update 26/03/2024 low financial remedy Tagged: Low financial remedy
