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
Providing Tailored Support 03/10/2025 We have also launched a new initiative – Tailored Support – to deliver bespoke support to service providers
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
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
Factsheets 30/09/2024 Our factsheets are short and easy to digest, and give an overview of the relevant topic. Tagged: factsheets
The Legal Ombudsman's Top tips for responding to complaints 26/03/2024 In our experience, these are the most essential things you need to be aware of when you deal with complaints. Tagged: Responding to complaints Learning resources lawyer information solicitor information
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...
Reports and plans 03/07/2026 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
Consultation on complaint case fees is open 03/10/2025 The Office for Legal Complaints has proposed an increase to the case fee charged to service providers for complaints LeO resolves
