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 – Newcastle upon Tyne

Legal professionals are going to have the opportunity to sharpen their complaint handling skills with a half-day course that is being planned for delivery in Newcastle this Autumn by the Legal Ombudsman (LeO).

The programme, which is continuous professional development (CPD) accredited by SRA, helps attendees to clarify the process and principles followed by LeO when it investigates complaints. It also looks at implications for best practice and internal complaint handling procedures.

The event is scheduled to take place

On: Tuesday 22 October

From: 1.30pm to 5.30pm

At: Ward Hadaway, Sandgate House, 102 Quayside, Newcastle upon Tyne, NE1 3DX     

Reserve your place here

If you would like more information 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

  • “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
  • “More examples written down, though the stories and anecdotes given throughout were very helpful.”
    Dec 2018, London
  • “Really well presented, engaging and very informative. Aims definitely met.
    May 2019, Leeds
  • “Really engaged course, made the Ombudsman service and those that work there “human” and not a faceless entity, really well done Clair and Sophie”
    May 2019, Leeds
  • “Very good overview of how LeO operates and makes decisions.”
    Feb 2018, Birmingham


Interview with a complainant

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