What if we can’t agree about how to resolve my complaint? 26/03/2024 Tagged: FAQs case decision Ombudsman decision
Policy statement: Publishing our decisions 26/03/2024 The Legal Services Act 2007 allows the Office for Legal Complaints (OLC) to publish reports of investigations or Ombudsman decisions if it considers it “appropriate to do so in any particular case”. In considering what the OLC considers to be “appropriate” for publication, it has been guided by the regulatory objectives of the Legal Services Act. Tagged: Publishing decisions Corporate policies Policy statement
Ruling that an offer is reasonable 26/03/2024 The ombudsman decision is that the offer for compensation, made by the solicitor, is reasonable. Tagged: Our rules
Service failings caused emotional distress 26/03/2024 This firm caused unnecessary emotional distress with service failings in an immigration case...
Reasonable offer made 26/03/2024 In Mr D's case, the firm made a reasonable offer to acknowledge the service issue...
In what situations do we decide not to investigate a case? 15/03/2024 Tagged: FAQs Complaints we investigate Complaints we do not investigate
Reasonable advice undermined by poor communication and complaint handling 27/11/2025 Reasonable advice undermined by poor communication and complaint handling
Investigating complaints - Information for service providers 26/03/2024 Investigating complaints - Information for service providers
Reasonable professional judgement and good complaint handling 16/01/2026 Reasonable professional judgement and good complaint handling
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
Promptly addressing a service failing and good complaints handling 16/01/2026 Promptly addressing a service failing and good complaints handling
Even if we uphold a complaint, a full cost refund is unlikely to be awarded 27/11/2025 Even if we uphold a complaint, a full cost refund is unlikely to be awarded
Third-party delay - complaint resolved by an early resolution 28/05/2025 Third-party delay - complaint resolved by final decision
