The Legal Ombudsman (LeO) has today published the full details of three ombudsman final decisions as part of a renewed commitment to using statutory powers to publish final decisions where it is in the public interest to do so.
This marks a significant step in delivering the LeO’s aim of increasing the transparency of complaints about legal services and promoting the learning to be drawn from these. It supports LeO’s wider strategic focus both on investigating and resolving individual complaints, and on contributing towards the achievement of the regulatory objectives set out in the Legal Services Act 2007, particularly in relation to:
While most legal services are delivered to an expected standard, LeO’s casework can also highlight circumstances when things have gone seriously wrong – either through severe individual failings or repeated poor practice. In these instances, LeO now intends to make full use of its powers to publish its decisions in the public interest. This approach brings the LeO in line with other ombudsman schemes and also supports a sector-wide ambition to support informed consumer choice and encourage higher standards of service across the sector.
Decisions that meet the criteria and are approved for publication by the Office for Legal Complaints’ Public Interest Decisions Committee will be published on LeO’s website quarterly and will remain available for 12 months.
Paul McFadden, Chief Ombudsman, said:
“A key element of LeO’s role as an ombudsman scheme is to share learning from our insights and support the delivery of high-quality legal services. Our renewed commitment to publishing decisions in the public interest increases the transparency of the complaints system and reflects the critical importance of complaints in supporting improvement and high standards in how legal services are delivered.
“While most legal services are delivered professionally and competently, there are times when things go seriously wrong – and when they do, transparency matters. Publishing decisions in these cases not only helps to protect consumers, it also reinforces standards and ensures accountability.”
The first three published decisions are now available on LeO’s website.
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