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
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
Make A Complaint 03/09/2025 Information about starting a complaint Tagged: make a complaint complaint checker
How to complain to your service provider 26/03/2024 Our factsheet will tell you more about how we investigate your complaints. Tagged: complaint about a lawyer complaint about a solicitor factsheets make a complaint
How will you look after the information I provide? 15/03/2024 Tagged: FAQs handling personal information
How do I make sure my service provider knows I am complaining? 15/03/2024 Tagged: FAQs Complaint letter template Complaint Checker Complaints we investigate
If you are unhappy with the service we have provided 15/07/2024 This factsheet tells you what actions you can take if you're unhappy with the service you have received from us. Tagged: complaint about Legal Ombudsman Factsheets
Do you have rules about the complaints you can investigate? 15/03/2024 Tagged: Scheme Rules Complaint Checker FAQs
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
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
Complaints process 26/03/2024 Our resources help consumers make informed choices about resolving a complaint with their legal service provider. Tagged: case studies FAQs factsheets accessibility make a complaint
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
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
