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 course

We are currently planning events for early 2020 and will publish details here are soon as they are confirmed.

If you are interested in attending a course or would like some information about the courses we run, kindly contact

How to register

To register for the course please complete the registration form.

Register for course

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

  • “I thought the course was exactly what we were looking for in terms of guidance on complaints.
    June 2018, Birmingham
  • “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
  • “Lots of knowledge. Helpful to review a complaint and then explain remedy decided.”
    Nov 2017, Birmingham
  • “The course was perfect for my requirements. I am new to client care but have extensive experience on the industry.”
    Oct 2019, Newcastle
  • “More examples written down, though the stories and anecdotes given throughout were very helpful.”
    Dec 2018, London
  • “Course very informative both perhaps aimed a lot more at the client/service side for solicitor firms.”
    Feb 2018, Birmingham
  • “Could be run on a more regular basis, Question and answer sessions would be useful.”
    May 2019, Leeds
  • “Really well presented, engaging and very informative. Aims definitely met.
    May 2019, Leeds
  • “Very good overview of how LeO operates and makes decisions.”
    Feb 2018, Birmingham
  • “Very much enjoyed the session. Very informative.”
    Oct 2019, Newcastle


Interview with a complainant

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