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.
Cover image of document: Signposting consumers to LeO
Service providers are required to have a complaints process and signpost to the Legal Ombudsman but we frequently see service providers providing incorrect information, or not providing it at the correct time which can lead to case fees.
This guidance sets out these requirements in detail and provides suggested text.
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 looks at the different stages of the complaints process and best practice.
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.
The full report is available in our research section.
Research by London Economics which looks at solicitors first hand experiences of resolving complaints.
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.