Courses and Decisions

We aim to help legal service providers improve their service. We do this through our training courses, videos and regular feedback.

You can also get more information about our ombudsman decisions and complaints data here.

Professional learning courses

Led by our ombudsmen, our courses focus on first tier complaints handling and best practice. We aim to help service providers understand the Legal Ombudsman’s investigation process and how to introduce different aspects of complaint handling and customer care. We do this using a combination of case studies, Q&A and presentations.

Details will appear on this page when new course dates are set but for further information about courses please email:

These courses are free to attend and are available to professionals who work for a firm regulated under the Legal Services Act.

Upcoming courses / events

Complaints handling courses

In this half day course, we will be discussing common complaints that we see and how these could be prevented. In addition to this, we will look at some of the common issues that lawyers face when handling complaints, using case studies to look at some of them. The course will also focus on the importance of complaints and what can be learned from analysing the root cause of these. We will consider first tier complaints, processes and remedies including the role that an apology can play.

Dorchester  – 4 February 2020

Event fully booked. To add your name to the reserve list, email your details to:

The event is scheduled to take place from: 1.30pm to 5.30pm

At: Shire Hall Historic Courthouse, High West Street, Dorchester, DT1 1UY

If you are interested in attending this course, please register here

Cardiff – 11 March 2020

The event is scheduled to take place from: 1pm to 5pm

At: The Law Society, 5th Floor, Capital Tower, Greyfriars Road, Cardiff CF10 3AG

Cymdeithas y Cyfreithwyr, 5ed Llawr, Tŵr y Brifddinas, Heol y Brodyr Llwydion, Caerdydd, CF10 3AG

If you are interested in attending this course, please register here


If would like information about the courses we run, kindly contact

How to register

To register for the course please complete the registration form.

Or you can download and fill-in  this registration form and then send to:

Telephone: 0121 245 3187

Once we have received your registration form we will be in touch to confirm your place on the course.

What people have said about our courses

  • “Very good and I was pleased copies of the slides were provided for us to take away – this was very helpful. More examples could be useful.”
    Dec 2018, London
  • “Course very informative both perhaps aimed a lot more at the client/service side for solicitor firms.”
    Feb 2018, Birmingham
  • “Very good overview of how LeO operates and makes decisions.”
    Feb 2018, Birmingham
  • “The course was perfect for my requirements. I am new to client care but have extensive experience on the industry.”
    Oct 2019, Newcastle
  • “Lots of knowledge. Helpful to review a complaint and then explain remedy decided.”
    Nov 2017, Birmingham
  • “More examples written down, though the stories and anecdotes given throughout were very helpful.”
    Dec 2018, London


Interview with a complainant

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