Data about the complaints investigated by the Legal Ombudsman can be found below. This covers the period 2019/20 and 2020/21 for England and Wales.
An overview of the complaints data, including themes and best practice case studies can be found here. We are happy for the data to be used in research and reports. If would like to check that you have interpreted the data correctly, or if you have any questions email us.
Work in progressWe are always looking for new ways to make our data easier to access. An easy-to-read version of our Complaints Information report will be coming soon.
Understanding the dataTo help you understand the data better, we have put together the explanations below which cover how many cases we resolve; what complaints we uphold; what remedies we award to put things right; and much more.
People or organisations who complained to usThis data shows shows who has made a complaint, for example, a trustee, beneficiary or member of the public. These categories are set out in he Legal Services Act 2007.
Equality and Diversity Information Under the Equality Act 2010, we are required to collate data about the people who have made a complaint. The data* we collect is analysed to ensure that we do not have a negative effect on the different equality groups. The data in the report shows who has made a complaint by ethnicity, religion, gender, sexual orientation and impairment.
Type of service provider who received complaintsThe data shows the complaints we have received about service providers based on their regulator, for example the Bar Standards Board, Solicitors Regulation Authority of Council for Licensed Conveyancers.Area of law by regulatorThe data shows the number of complaints we received by area of law (for example family law, conveyancing or personal injury) and regulator.
Resolution - type of agreement put in placeThe data shows the type of agreement that was put in place to resolve the complaint: whether there was an agreed outcome, ombudsman decision or if the complaint was closed.Resolution - was a remedy required?We can put in place a range of remedies to resolve a complaint. These can include issuing an apology, doing work to put the issue right, refunding or reducing fees, or paying compensation.Resolution - financial remediesThis data shows the value of the financial remedies which have been awarded. This includes remedies for compensation and refunding or reducing fees.