Today the Legal Ombudsman (LeO) is publishing its latest Spotlight article and accompanying factsheet for service providers. This edition focuses on the benefits of resolving complaints early - both at first tier and when complaints escalate.
Responding to complaints appropriately isn’t just good practice - it’s a regulatory requirement. Issuing a final response to clients is a key step in handling complaints effectively and is important if a matter later comes to LeO. This requirement is reinforced by the Legal Services Board’s (LSB) new rules and guidance on complaint handling, which emphasise clear, timely communication and the requirement to signposting to LeO. Meeting these obligations therefore not only ensures compliance but significantly increases the likelihood resolving complaints at first-tier.
When complaints do escalate, evidence of the final response is the single biggest factor in whether LeO can resolve a complaint quickly through its early resolution process - avoiding lengthy investigations and the charge of a case fee. But in 2024/25, 28% of complainants who escalated their complaint to LeO said they did not receive a final response from their service provider.
LeO has seen first-hand the positive impact of implementing its own early resolution approach. In 2024/25, 49% of the complaints escalated to LeO were resolved by our Early Resolution team, with cases resolved in an average of 53 days, delivering more timely outcomes for all involved.
This latest article explores in detail how LeO’s early resolution processes work, why final responses matter, and what providers can do to improve the prospects of a complaint being resolved early. It includes practical case studies and a seven-point reference list to help providers strengthen their approach to resolving complaints.
Interim Joint Chief Executive, Steve Pearson, said:
“Complaining, and handling complaints, can be a stressful experience for everyone involved – for customers and service providers alike.
“This is why Early Resolution matters – by putting the focus on resolving issues as soon as practically possible, it brings fair outcomes more quickly, and enables both parties to move forward.
“But more than a quarter of people bringing a complaint to us last year told us they were never given a final response from their provider. That single step makes the biggest difference to whether LeO can ensure the complaint is resolved as early as possible.
“When providers issue a clear, timely final response that addresses all issues, complaints can often be resolved quickly, without lengthy investigations or case fees. The purpose of this Spotlight is to ensure LeO’s practical guidance, case studies, and our seven-point checklist help providers strengthen their approach.”
LeO is urging providers to make full use of the guidance available and ensure every complaint is met with a clear, timely final response that addresses all issues raised. Doing so significantly increases the likelihood of early resolution, reduces case fees, and improves customer confidence in legal services.
You can read this article and more of LeO’s Spotlights by visiting our Learning Resources page.
