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
Corporate policies 04/11/2025 Details of key corporate policies Tagged: Access to information Corporate policies Whistleblowing Publishing decisions
Customer Service Principles 26/03/2024 This page sets out the values and the customer service principles that provide the framework for how the Legal Ombudsman resolves disputes, conducts investigations and engages with stakeholders. The core values are: open, fair, independent, effecitive. The customer service principles are: we will always be clear with you / we will be understanding and approachable / we will make good use of everyone's time / we will be impartial, thorough and base our work on facts / we will make a difference. Tagged: complaints handling resolving disputes customer service principles
Preventing complaints 18/12/2025 Guidance and resources which highlight best practice in customer service and the key drivers for complaints Tagged: Preventing complaints Annual complaints data good costs services case studies good complaints handling training and events
Transparency and Reporting Impact 12/03/2026 A discussion paper on the options for publishing a wider range of information data about the decisions and complaints investigated by the Legal Ombudsman Tagged: Consultation Transparency governance
