Agreeing on a remedy 26/03/2024 Our front end team helped this firm and customer agree on a suitable remedy to put things right...
Providing a service 26/03/2024 The firm challenged our jurisdiction and failed to respond to the complaint as they were acting for the mortgage lender and not Mr Z…
A jurisdiction challenge 26/03/2024 This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...
Using a legal service provider 26/03/2024 Guidance on using legal service providers. Tagged: Consumer resources FAQs factsheets Conveyancing lawyer Divorce lawyer stamp duty home buyers first time buyers consumer factsheets good costs services Ombudsman decision data decision data
Making reasonable adjustments 26/03/2024 Despite being aware of Mr C's disability, this firm failed to make reasonable adjustments and should have taken more care with the terminology they used...
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
The LeO Process 31/07/2025 Guidance and resources on the ombudsman scheme Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process
Legal Ombudsman launches new course for legal sector 26/03/2024 Legal Ombudsman launches new course for legal sector Tagged: Guidance
Annual complaints data overview 2019/20 26/03/2024 An overview of the annual complaints data and lessons for the legal sector Tagged: Guidance
Managing unacceptable behaviour policy 03/03/2025 The Legal Ombudsman's guidance on managing unacceptable behaviour policy while in contact with someone using our service Tagged: consumer factsheets
The service provided no value 26/03/2024 This firm provided a service of no value and charged more than they advised...
Legal Ombudsman proposes technical changes to Scheme Rules 26/03/2024 Legal Ombudsman proposes technical changes to Scheme Rules Tagged: Guidance Scheme Rules Office for Legal Complaints Consultation
