We want legal service providers to understand what leads people to complain and have the best opportunity to resolve complaints.

The information on this page combines both research and our everyday experience of resolving complaints.

Put yourself in the customer's shoes and ask would you feel the same?
Female ombudsman talking at an event

Female ombudsman talking at an event

Training and events

Sign-up for our latest training courses on complaints handling as well as the events we'll be attending.

Preventing complaints

These publications share our experience from complaint handling and best practice in customer service.

Good complaints handling

Guidance on statutory requirements for complaints handling and best practice.

The LeO Process

Guidance on our business process, rules and the approach that we take to resolving disputes.