The Legal Ombudsman helps to resolve complaints about legal services. We also work to improve complaints handling by supporting legal service providers to address concerns themselves before the Legal Ombudsman needs to become involved.
To support this, we have developed the Model Complaints Resolution Procedure (MCRP). The MCRP provides a framework that legal service providers can use to handle complaints fairly, consistently, and as quickly as possible.
Legal service providers do not have to use the MCRP. However, if they do, it is designed to help ensure that concerns are listened to, communication is clear, and efforts are made to resolve issues at the earliest opportunity. This guide explains what the MCRP is and what you can expect if your complaint is handled in this way.
If you're unhappy with the service you've received from a legal service provider, the resources below can help you understand your options and make a complaint.
You'll find information about how to raise a complaint, what to expect during the complaints process, and how the Model Complaints Resolution Procedure (MCRP) is designed to help resolve concerns as quickly and fairly as possible.
The resources also explain the different ways a legal service provider may work with you to resolve a complaint, from early conversations aimed at finding a solution through to more detailed investigations when needed. These resources and templates can be used regardless of whether your service provider is using the model procedure or not.
To make things easier, we've included template letters that you can use to help set out your concerns clearly and explain what outcome you're looking for. These can help ensure your complaint contains the information needed for it to be understood and considered promptly.
The aim of these resources is to help you feel informed, supported, and confident throughout the complaints process.
