The Legal Ombudsman (LeO) has today published its quarterly data for Quarter 3 (Q3) 2025/26, covering the period from 1 October to 31 December 2025. The latest figures show a sustained and accelerating increase in the demand for LeO’s service and clear, recurring themes in the concerns being raised by consumers about their legal service providers.
In Q3, LeO received 3,496 new complaints, marking a 37% increase compared to the same quarter in 2024/25. This is in line with the broader pattern seen during the current financial year, with the level of demand for LeO’s service 29.8% higher across the first three quarters of 2025/26 than the comparable period in 2024/25. LeO now expects to receive more than 14,000 complaints this financial year – more than double the volume it received in 2019/20.
LeO’s early resolution processes remain an important tool in helping consumers achieve timely outcomes. 52% of complaints in Q3 were resolved without the need for an in-depth investigation – a 6 percentage-point increase on the previous quarter – and LeO recently published guidance to help service providers resolve complaints as early as possible.
The quarterly data underlines the need for stronger first-tier complaints handling across the sector to prevent avoidable escalation – with poor complaint handling found in 43% of complaints with an investigative outcome. LeO directed over £850,000 in remedies in this quarter alone.
Ultimately, the scale of continued increases in demand requires bold thinking. As it finalises its plans for 2026/27, LeO is considering how it can best play its part – alongside regulators and the wider sector – in addressing the challenge of these unprecedented increases in complaint volumes.
Themes from Q3 data
The Q3 data shows that many consumers continue to experience issues related to:
Communication challenges – a quarter of complaints in Q3 stem from clients feeling uninformed about the progress of their matter, unclear about the advice they have received, or unsure about next steps. 85% of the complaints about poor communication which were taken to an in-depth investigation were upheld.
Delays and failure to progress matters – more than one in five of the complaints accepted related to delays, often without adequate explanation. In high volume areas such as residential conveyancing and probate, delays can create significant anxiety, especially when key deadlines or time sensitive decisions are involved.
The quality and transparency of costs information – some complaints lack a clarity about fees. Clients often say they would have felt more confident had costs, risks and timelines been explained more clearly at the outset.
These themes are consistent with previous quarters, and often reflect where small changes, such as clearer communication plans, proactive updates, and early conversations about fees, can improve a client’s experience and prevent complaints being raised.
Chief Ombudsman, Phil Cain, said:
“LeO’s latest data shows a clear and sustained increase in the number of people seeking its help. This rise in demand underscores the importance of robust first tier complaint handling, supported by strong communication and timely responses.
“LeO recognises the pressures legal service providers are working under and is committed to supporting the sector to respond effectively. Our learning and insight resources are designed to help providers understand the themes we are seeing and make practical improvements to their processes. By using this insight, providers can resolve concerns earlier, improve outcomes for their clients, and reduce the likelihood of complaints reaching LeO.”
Notes to editors
The publication of quarterly complaints data forms part of LeO’s continued commitment to transparency and to helping drive better standards of service and complaint handling across the profession. The first set of quarterly data reports were published last year and can be found here.
LeO provides a suite of support for service providers based on the insight gained from handling complaints across the sector. This includes Spotlight articles (including the latest one on the early resolution of complaints), guidance on remedies, and real-life case studies, giving providers practical tools to help identify issues earlier and resolve concerns more effectively.
Further learning resources, including new Spotlight articles and thematic insight, will be published over the coming months.
