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What are the key elements of complaints handling practice?

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

Cover image of document: Signposting consumers to LeO

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Signposting consumer to the Legal Ombudsman

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.

 


Signposting

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.

Listen, Inform, Respond

This guidance looks at the different stages of the complaints process and best practice.

The Language of Complaints research

This research considers the impact of language both on the Legal Ombudsman's work and those of service providers.

A business case for good complaint handling

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 into the experience and effectiveness of solicitors first-tier complaints handling processes

Research by London Economics which looks at solicitors first hand experiences of resolving complaints.

The full report is available in our research section.

Responding to challenging situations

This guidance is intended to support service providers when they are responding to challenging
situations.

It sets out the areas we would expect you to consider when handling challenging situations.