Am I expected to tell my clients in full about the Legal Ombudsman? 15/03/2024 Tagged: First tier complaints handling FAQs Consumer journey
Do you expect service providers to tell clients about the Ombudsman? 15/03/2024 Tagged: First tier complaints handling FAQs Consumer journey
My service provider has asked me to attend a meeting to discuss the complaint. Do I have to go? 15/03/2024 Tagged: How to complain to your service provider FAQs First tier complaints handling
What if my service provider wants more than eight weeks to sort out my complaint? 15/03/2024 Tagged: How to complain to your service provider FAQs First tier complaints handling
When can I come to the Legal Ombudsman? 26/03/2024 Tagged: FAQs First tier complaints handling How to complain to your service provider Consumer journey
What is a final response? 15/03/2024 Tagged: Consumer journey First tier complaints handling How to complain to your service provider FAQs
Good complaints handling 19/01/2026 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
Learning Resources 26/03/2024 Guidance and resources to support you, as a legal service provider, to resolve complaints brought to you by your clients Tagged: training and events Preventing complaints complaints handling 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
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
How will you look after the information I provide? 15/03/2024 Tagged: FAQs handling personal information
No poor service - conveyancing complaint 26/03/2024 Case study where it was found by the Legal Ombudsman that there was no poor service given... Tagged: Resolving complaints
Complaints about legal costs 30/09/2024 What legal providers, consumers and their representatives need to know when it comes to disputes about legal costs on a “no win, no fee” basis. Tagged: Preventing complaints
Investigating your complaint 26/03/2024 In this section we will tell you more about how we investigate your complaints. Tagged: investigating complaints factsheets Resolving complaints
