Anyone who provides a legal service to the public will experience a complaint at some point.
Each year we investigate thousands of complaints and the lessons that we learn from these can be useful to reflect upon with a view to ensuring that we are following best practice and doing everything we can to prevent complaints happening in the first place.
This report focuses on the main areas of law we receive complaints about and the most common issues we see, including case studies and useful resources for the profession. The report also offers some insight into how to address these issues.
This guidance is intended to support service providers when they are responding to challenging situations and to help them understand the approach the ombudsman would expect. It sets out the areas we would expect you to consider when handling challenging situations.
Key trends in costs complaints and examples of cases resolved by the ombudsman.
The issues behind a recent increase in complaints about the non-payment of stamp duty land tax.
Service provider guide
The types and causes of complaints about wills and probate services.
The causes and trends of complaints in residential conveyancing.
The causes and trends of complaints in divorce.
Case studies to illustrate what can go wrong with Conditional Fee Agreements.