Model Complaints Resolution Procedure

LeO’s Model Complaints Resolution Procedure (MCRP) is a framework designed to help legal service providers resolve complaints in a way that is clear, fair and focused on achieving an outcome as early as possible.

The MCRP has been developed using insight from complaints received by the Legal Ombudsman, engagement with legal service providers, in conjunction with regulators, and learning from effective complaints handling across the legal sector and beyond. It is intended to support organisations in building trust with consumers, resolving concerns before they escalate, and creating a more consistent experience for everyone involved.

The procedure encourages a resolution-focused approach, recognising that many complaints can be settled through early engagement and constructive dialogue, while still providing a clear route for more detailed investigation where needed.

The five core features of the MCRP

Organisations can adapt the MCRP to reflect the nature and size of their business. However, there are five core features that must be included if an organisation wishes to state that it is using LeO's Model Complaints Resolution Procedure.

1. A link to LeO's MCRP resources
   This helps consumers understand that the organisation is following a procedure aligned with guidance developed by the Legal Ombudsman and provides access to supporting information about the process.
2. Acknowledgement of receipt.
   Every complaint should be acknowledged, confirming that it has been received and explaining what happens next.
3. An Early Resolution stage
   We encourage both parties to explore ways of resolving their dispute without the need for a lengthy, involved and expensive process. Replacing the first stage with a conversation or other interaction that focuses on resolving the complaint is a critical feature of MCRP. This stage must be in there, even if you exercise the option on an individual complaint not to use it. 
4. A Full Investigation stage
   Where a complaint cannot be resolved early, there should be a structured investigation process leading to a final decision.
5. A written outcome
   The outcome of the complaint, whether reached through early resolution or a full investigation, should be confirmed in writing to provide clarity and certainty for all parties.

The resources below have been developed to support organisations in adopting and implementing the MCRP. They include guidance, practical toolkits, templates and other materials that can be adapted for use within your organisation.

We have also developed resources to help consumers understand the complaints process, what they can expect, and how to engage effectively in resolution discussions. These can be found here.