Legal Professional information 26/03/2024 Helping legal service providers Tagged: Professional guidance Information for solicitors Information for lawyers training and events Preventing complaints Resolving complaints
Poor complaint handling let this barrister down 26/03/2024 We found the service of this barrister to be reasonable but not the complaint handling...
Out of jurisdiction 26/03/2024 Mr I was unhappy with the firm's service, however the firm were not actually providing a service to him…
Signposting consumers to the Legal Ombudsman 24/06/2024 This signposting pack has been created to help you meet the statutory requirements. It includes suggested text you could use to signpost customers to the Legal Ombudsman (LeO) and when you should do this. Tagged: Signposting Consumer resources FAQs factsheets guidance Signpost
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
A barrister's professional judgement 26/03/2024 Mr L was not happy with his barrister, however we found the service to be reasonable...
Equality, diversity and inclusion 08/06/2026 The Legal Ombudsman has a strategy for ensuring that the principles of equality, diversity and inclusion (EDI) are at the heart of everything we do – both as an employer and as a public service. Tagged: equality diversity inclusion
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
Policy statement – approach to complaints where the respondent also provides non-legal services 26/03/2024 Policy statement – approach to complaints where the respondent also provides non-legal services Tagged: Policy statement Non-legal services Non-legal service providers Corporate policies
Providing Tailored Support 03/10/2025 We have also launched a new initiative – Tailored Support – to deliver bespoke support to service providers
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...
Governance 06/08/2024 Information about the OLC and governance Tagged: Office for Legal Complaints Governance Legal Ombudsman Scheme Legal Service Board Executive Team Board OLC
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
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
