We rely on legal services at key times in our lives – and it’s because they matter so much that an effective Legal Ombudsman (LeO) matters. If something goes wrong, consumers and legal providers should have confidence it can be resolved fairly and as quickly as possible.

Over recent years LeO has worked hard to build that confidence. It has transformed the way it works, so that half of complaints are resolved through early resolution, without the need for a formal investigation. Users and providers of legal services are having a substantially better experience when they’re relying on LeO’s help to move forward.  

This progress is a firm foundation for the future. The Office for Legal Complaints is now inviting formal consultation feedback on its draft 2024-27 strategy for LeO, and the business plan and budget for its first year, 2024/25. 

As well as being ambitious about the standard of service LeO can deliver, we’re also ambitious about establishing LeO as a constructive and strategic voice for improvement. LeO is in a unique position to provide insight into how consumers and legal providers interact, and the causes of legal complaints. We need to do more with this – helping to influence and inform the regulatory framework and standards, working together with regulators and in alignment with the LSB.

LeO is now at a pivotal stage, and this consultation is vital in shaping its future. We've already engaged widely with those representing both users and providers of legal services, as well as with the LSB – and are grateful for the open and constructive feedback we’ve received so far.

We look forward to hearing as many additional perspectives as possible to help inform the final strategy, plans and budget that we’ll publish before April 2024. You can have your say until 12pm on 22 December.

Read the strategy and plans