Meeting legal service providers
We regularly meet with legal service providers and their representatives to discuss our role, how we work, current complaint trends and complaint handling:
These events are a great opportunity for two-way feedback – with firms also sharing with us the challenges they’re facing. We have plenty more opportunities coming up, so keep an eye on our website and LeO News to find out where you can engage with or meet us.
Visit from the Legal Services Consumer Panel
In May we also hosted a visit from the Legal Services Consumer Panel at our Birmingham office. We talked to the Panel about the work we’ve done to improve the experience of people relying on LeO’s help to resolve their complaint, and how we ensure we are effectively identifying and supporting customers wit additional needs or in vulnerable circumstances - including through the use of Vulnerable Customer Champions. The Panel have been clear about their desire to see LeO share more of its insights and experience to help drive improvements in the legal sector – something that will be addressed in the OLC’s new strategy.
Ombudsman Association annual conference
In June LeO attended the Ombudsman Association’s annual conference in Birmingham, the theme of which was being effective in a time of change. LeO is a longstanding member of the OA and the conference was a brilliant opportunity for us and other schemes to learn from each other by sharing challenges, solutions and successes. Areas of focus this year included the impact of the cost of living crisis, equality, diversity and inclusion, how ombudsmen can effect wider change and consumer awareness of ombudsman schemes.
