The Legal Ombudsman (LeO) has today launched a call for input on its draft Model Complaints Resolution Procedure (MCRP), marking a major milestone in its drive to improve the consistency and quality of complaint handling across the legal sector. The call for input is inviting views on how the model will work for service providers across the sector as well as the tools and guidance needed to support its use in practice.
Effective complaints handling is fundamental to the trust, confidence, and reputation of legal services. Over the last 15 years, LeO has seen significant and persistent variation in complaints procedures, alongside consistent evidence of poor first-tier practice – in 2024/25 49% of all complaints resolved with investigative outcomes had findings of poor complaints handling.
Too often concerns are not recognised or addressed clearly or early enough, allowing what can often be small concerns to escalate quickly, creating avoidable strain for both consumers and providers. This challenge is heightened at a time when consumer expectations are rising, complaint volumes are increasing, and service providers are operating under growing pressure on time and resources. As a result, there has been a growing recognition across the sector of the need for a more consistent approach to complaints handling. Drawing on LeO’s unique insight from more than 15 years of resolving complaints, the MCRP has been developed in response to these challenges and the recurring issues seen in first‑tier complaint handling.
The MCRP provides a clear and practical framework, supported by guidance and templates, which encourages early, constructive engagement and proportionate resolution, while remaining flexible enough to work across different business models, areas of law, and consumer needs.
The model and supporting guidance have been developed alongside input from regulators across the legal sector, to ensure it works for a wide range of providers and aligns with the wider drive to raise standards in complaints handling, including the requirements set by the Legal Services Board in May 2025.
The MCRP has also undergone a three-month pilot to test its operation in practice with a sample of different legal service providers. The pilot reinforced that structured and early complaint resolution can lead to faster outcomes, fewer escalations, and better experiences for both consumers and service providers themselves. By adopting the MCRP, providers can have greater confidence that their approach reflects best practice and regulatory expectations, while consumers benefit from clearer communication and a process that is easier to understand.
This call for input now represents the final stage in the development of the MCRP. While it provides an opportunity to comment on the model itself, its primary focus is on understanding what more is needed to support effective and confident adoption of the procedure. LeO is particularly keen to hear views from both service providers and consumers on the guidance provided, as well as on any additional support that may be needed alongside the procedure, to ensure effective implementation of the MCRP and to support early resolution and learning from complaints.
Phil Cain, Chief Ombudsman at the Legal Ombudsman, said:
“We see first-hand how often complaints escalate unnecessarily because issues are not addressed clearly or early enough. The MCRP is about sharing what we know works, using our insight to support the sector to resolve complaints at first tier and improve outcomes for everyone involved.
“The model procedure is rooted both in international best practice and in LeO’s own deep experience of resolving complaints. Its focus on early resolution is not only beneficial for consumers, but also plays a critical role in reducing escalation and embedding learning from complaints.
“Sharing this call for input is a vital final step in making sure the model is practical, proportionate and works for the wide range of providers and consumers across the legal sector.”
Feedback received through the call for input will be used to finalise the MCRP and its supporting materials ahead of publication in the summer.
The call for input is open from until midday on 19 May 2026.
Notes to editors
· The Legal Ombudsman scheme was established by the Office for Legal Complaints under the Legal Services Act 2007.
· As part of the OLC’s 2024-27 Strategy for LeO, there is a commitment to sharing learning and insight from the complaints it sees. This promotes better complaint handling, prevents future complaints, and helps drive higher standards in legal services. The MCRP forms part of this commitment.
· The call for input seeks views on the MCRP and on what more can be done to support service providers to confidently adopt the model. Once LeO has developed and launched the final MCRP and the supporting information, it will be issued as guidance for the sector.
· For queries about the call for input, contact consultations@legalombudsman.org.uk
