Get support with resolving complaints

Get support with resolving complaints

The Legal Ombudsman’s Technical Advice desk is here to offer support to service providers to resolve complaints as early as possible – so they don’t need to be referred to us. We now also offer a call back service if you would prefer to discuss the complaint over the phone at a time to suit.

To date we’ve helped with questions on topics including changes to LeO’s Scheme Rules, third party complaints, professional privilege, and final response timeframes. Here are some examples of issues we’ve helped to resolve, and in doing so, reduce the likelihood a complaint will be escalated to LeO.

• A solicitor contacted us after upholding a customer’s complaint about the advice the firm had provided. They wanted advice on how to deal with a loss which had not yet crystallised, and how to value that loss. We suggested getting an expert opinion on the loss, and to consider whether the complainant had mitigated their losses.
• A solicitor contacted us who wanted to respond to a complaint, but was having difficulty in agreeing the scope – ie what the customer wanted to complain about. They didn’t know whether to request this from the customer before writing the final response, or whether the firm should simply respond with what they considered the issues were. We advised that it would be fair and reasonable to hold off on the final response until the issues were confirmed with the customer. However, if the customer couldn’t or wouldn’t confirm, then it would be reasonable for the firm to respond based on what they believed the issues to be. We recommended the firm set a clear date by which the customer should get back to them to confirm the issues, after which, either way, they could provide a final response with appropriate signposting to LeO.

If you have a query about a complaint you’re dealing with or would like some general advice, please get in touch.