The Business Plan sets out the step-change the Legal Ombudsman will deliver in 2022/23 – moving towards being a service that matches customers’ needs and expectations. This includes a significant reduction in the Pre-Assessment Pool, an improved customer experience and a substantial reduction in both customer journey time and unit cost.
This Annual Report documents what we have achieved during the year and how we have managed our financial resources and met our governance requirements. It also outlines some of our future plans and early progress as we seek to stabilise our service and achieve sustainable recovery.
Front cover of the Annual Report and Accounts
Annual report 2020-21
Annual report 2020-21 (Welsh)
Report to the Welsh Language Commissioner 2020-21
Welsh Language version
Service Complaint Adjudicator: Report 2020-21
Annual report 2019-20
Annual report 2019-20 (Welsh)
Service Complaint Adjudicator: Report 2019-20
Report to the Welsh Language Commissioner 2019-20