The LSB requires all service providers to have a first-tier complaints process, but it isn't always enough just to have a complaints process.
In this section we look at the best practice and how to resolve complaints and prevent them having to come to the Legal Ombudsman.
For further guidance look at our Training and Events and How we work pages.
This guidance sets out the Legal Ombudsman’s approach to putting things right. When we make decisions about complaints, we always base it on the evidence we have available and what is fair and reasonable in the circumstances. We’ll never direct something that penalises the lawyer and we’ll never direct less than we believe is right; our remedies are always about fair redress.Any resolution will be based on the impact of any poor service and on the individual circumstances of the complaint. We prefer it if the parties can agree on an outcome.
Read the guidance
This is the third article in our new ‘Spotlight’ series, where we share insight on common issues we see in complaints or complaint handling. In this edition, we focus on our approach to providing redress in response to complaints where there is a non-financial impact on a client from a failing in service, and compensation is appropriate.
The aim of this guide is to help service providers improve the overall service they provide to their customers. By sharing best practice, we hope to reduce the number of complaints that are escalated to the Legal Ombudsman and improve service standards across the profession.
In this guidance we outline our top tips for best practice complaint handling.
Service providers are required to have a complaints process and signpost to the Legal Ombudsman. This guidance sets out these requirements in detail and provides suggested text.
This guidance is intended to support service providers when they are responding to challengingsituations.
It sets out the areas we would expect you to consider when handling challenging situations.
Research by London Economics which looks at solicitors first hand experiences of resolving complaints.
The full report is available in our research section.
Cybercrime is now one of the most prevalent types of crime in the UK and because of the amount of money and sensitive information you handle, lawyers are an obvious target.
This research considers the impact of language both on the Legal Ombudsman's work and those of service providers.
This research with Economic Insights considers the business benefits of having a good complaints handling practice.
