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 

Good complaint handling – Thursday 08 October 2020 – 10:00-11:15

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 dealt with during 2019-20, we found 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 – Thursday 15 October 2020 – 10:00-11:15

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. If you haven’t heard from us, please get in touch.

Other events

Devon and Somerset Law Society webinar

Good complaint handling and learning from complaints

Tuesday 15 September 10:00-12:30

To find out more or to register, click here.

Sole Practitioners Group webinar

A webinar aimed at Sole Practitioners – a discussion around the top issues facing sole practitioners and an overview of the Legal Ombudsman.

Wednesday 16 September 10:00-12:00

To book a place, email



What people have said about our courses

  • “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
  • “Really well presented, engaging and very informative. Aims definitely met.
    May 2019, Leeds
  • “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
  • “Very much enjoyed the session. Very informative.”
    Oct 2019, Newcastle
  • “Very good overview of how LeO operates and makes decisions.”
    Feb 2018, Birmingham
  • “Course very informative both perhaps aimed a lot more at the client/service side for solicitor firms.”
    Feb 2018, Birmingham


Interview with a complainant

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