This section provides information about the key statutory and corporate policies which are in place.

 

Policy

Overview

Last update


Access to Information Policy  

 The information we publish and how you can obtain information. July 2025
Inclusive Service policy This document informs our customers of our commitment to delivering an inclusive service at all times following the guiding principles set out in the British Standard for Inclusive Service Provision (BS 18477: 2010). The Legal Ombudsman provides an independent and impartial service to its customers which is underpinned by a commitment to promoting diversity, equality and inclusion. This commitment extends to the inclusive nature of our service across our remit. June 2026

Managing Unacceptable Behaviour Policy

 The Legal Ombudsman (LeO) is committed to providing a fair, consistent, and accessible service for all our customers, both consumers and providers of legal services. We are also committed to providing a safe working environment for our people. We also need to ensure that we can progress 
and resolve the complaints people refer to us efficiently and effectively. This policy sets out our approach to dealing with situations where customers’ actions or behaviours are considered unacceptable, and are having (or may have the potential to have) a harmful impact on our people and/or our ability to provide a consistent level of service to other customers. 		 October 2025
Publishing Decisions policy This policy statement summarises how we approach the publication of decisions, how we will use this information to raise standards and how we will monitor and review the publishing decisions policy. September 2020

Reasonable Adjustment Policy

 This document provides information on our legal duties to people with disabilities. Contents include the types of reasonable adjustments we can offer; our response to requests for reasonable adjustments; as well as an overview of what reasonable adjustments are, and how we decide what is 'reasonable'; and much more. June 2026

Welsh Language Scheme		 Details about the services we provide in Welsh. September 2025


Whistleblowing policy and procedure 

 Whistleblowing is when an individual brings information about a wrongdoing to the attention of their employer or relevant organisation. This policy explains how concerns can be raised, and our commitment to investigate and take corrective action where necessary. August 2023