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

Online courses now available! 

A guide to good complaint handling -Tuesday 14 July 2020 online

10:00-11:30  (fully booked)

14:00-15:30 (still places available)

This course will begin with an overview of our business process and an insight into our 2019-20 data. We will focus on our top tips for preventing complaints based on the most common complaints we investigate.

In nearly a quarter of the complaints we deal with we find issues with the first tier complaint handling, this session will explore best practice in this area and the importance of recognising and responding to complaints appropriately.

Learning from complaints – Tuesday 21 July 2020 online

10:00-11:30 (still places available)

13:30-15:00 (fully booked)

In 49% of the cases we investigated between 2019-20, we found the service was unreasonable. This session will focus on how we determine the level of service provided – whether it was reasonable, what impact it had and what factors we take into account. We then move on to explore the options for putting things right, looking at financial and non-financial remedies. Finally we discuss case fees and managing challenging customers.

Virtual Complaints Handling workshops

We can’t offer our usual face to face courses at the moment, so as an alternative we will be offering the opportunity to join a smaller group and speak with members of our ombudsman team to talk through your complaints process and questions such as whether your process needs updating or specific challenges you’re facing.

Please email if you would like to know more or register an interest in taking part in one of these sessions.


How to register

Register online here

Or alternatively complete the 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
  • “Could be run on a more regular basis, Question and answer sessions would be useful.”
    May 2019, Leeds
  • “Good on Ombi process. Could do a bit more on prevention of complaints - but I appreciate the time constraints.”
    Dec 2018, London
  • “Really well presented, engaging and very informative. Aims definitely met.
    May 2019, Leeds
  • “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


Interview with a complainant

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