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...
Stamp duty - feedback for lawyers 26/03/2024 We have put together some tips, based on our experience of resolving disputes around stamp duty, which may help you to ensure your clients aren’t being hit with any nasty surprises. Tagged: stamp duty Legal Ombudsman or CLC? lawyer information solicitor information
What if we can’t agree about how to resolve a complaint? 15/03/2024 Tagged: FAQs case decision Ombudsman decision
What if we can’t agree about how to resolve my complaint? 26/03/2024 Tagged: FAQs case decision Ombudsman decision
Case fee waived 26/03/2024 In this complaint we found the firm's service and the handling of the complaint to be reasonable so the case fee was waived...
Whistle blowing policy and procedure 26/03/2024 This section tells you more about our Whistleblowing policy and procedure Tagged: whistleblowing Corporate policies
Good complaints handling 16/03/2026 Guidance to ensure legal service providers are meeting their statutory requirements as well as best practive resources. Tagged: good complaints handling first tier complaints training and events How we work Complaints process lawyer information solicitor information
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
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…
Can I bring my complaint to you if I’ve got ongoing court proceedings or I’m taking negligence action? 15/03/2024 Tagged: How to complain to your service provider Making a complaint How we work FAQs
Useful organisations 03/02/2026 This page includes information about regulators and advice / support organisations that may be useful to members of the public. Tagged: Signposting Useful organisations Helpful information Legal Ombudsman or SRA? Legal Ombudsman or CLC?
Reports and plans 28/11/2025 A summary of corporate reports and plans: Annual Report, Strategy and Business Plans and other corporate areas Tagged: Annual Report Strategy and business plan Reports and Plans Business plan and budget Service Complaint Adjudicator Report Gender pay gap report governance
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
