Introducing the Model Complaints Resolution Procedure

In line with its strategic commitment to helping legal service providers improve their complaints handling, the Legal Ombudsman (LeO) has today (26 June) announced the development and pilot of a Model Complaints Resolution Procedure (MCRP). This aims to establish and support a clear, consistent standard for first-tier complaint handling for all legal professionals.

The development of the MCRP is designed to address long-standing inconsistencies in complaint resolution and is one way in which the LeO is supporting the sector to reduce long term increases in complaints demand. The MCRP will help service providers to strengthen first-tier complaint handling processes and increase their effective early resolution of complaints. 

In 2024/25, where assessed, 48.7% of complaints had evidence of unreasonable first-tier complaint handling and substantial volumes of consumers are still approaching LeO without having been fully through their lawyers’ in-house process. In some cases there is evidence of poor or completely absent signposting to LeO.

The MCRP has been developed alongside regulators from across the sector and will provide a standardised template that can be used by any legal service provider in England and Wales. If widely adopted, it will help make complaints resolution more consistent among service providers. It will be supported by detailed guidance materials, template letters and toolkits for service providers.

The intended benefits of the MCRP include:

  • Enhanced client trust and satisfaction: customers know what to expect, no matter what service provider they choose. By encouraging client feedback, service providers have the opportunity to improve client satisfaction, even if things have gone wrong.
  • Increased service provider confidence: ensuring best practice across the sector, giving service providers the confidence they are meeting the Legal Ombudsman’s expected standard of complaint handling.
  • Sector-wide consistency: reducing the need for service providers to develop their own complaint handling processes and resources and increasing the consistency of experience for consumers.
  • Reduced costs associated with complaint handling: streamlining processes, speeding up responses and resolution times through a focus on early resolution.

The next stage of development is focused on testing and piloting the MCRP with a network of providers who have been selected based on a representative sample of the profession. LeO will be working closely with these providers over the summer to ensure the draft procedures and guidance is reflective of sector needs and best practice.

Highlighting the important role that the MCRP has for improving standards and consistency in complaint handling, Chief Ombudsman, Paul McFadden, said:

“When complaints are handled poorly, everyone loses – the client, the firm and the reputation of the profession as a whole. A clear, effective and client focused first-tier procedure ensures complaints can be dealt with swiftly and constructively, and in many cases avoid escalation to the Legal Ombudsman."

"Our work has shown that standards of first-tier complaint handling can vary significantly. We believe that this Model Complaints Resolution Procedure will help raise the baseline."

"We have used our experience of where improvements could be made, and by working together with the regulators and the profession, this pilot will help further shape this framework and guidance so that it can be used by all professions across legal services to support improvements."

“The MCRP is part of LeO’s wider programme of learning and insight, ensuring LeO’s unique insight and experience supports continuous improvement across the sector.”

Further updates on the development of the MCRP will be available here.

Note to editors

  • The pilot will take place over summer 2025.
  • On completion of the pilot, LeO will be assessing the results to make any necessary changes based on the lessons learned. A full consultation on the draft MCRP and its implementation will take place in the new year.
  • Once LeO has developed and launched the final MCRP and the supporting information, it will be issued as guidance for the sector.