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

As part of our responsibility to prevent the spread of coronavirus, we are not able to offer any courses over the forthcoming weeks. We are keeping this situation under constant review and will post any plans for courses to this page as soon as the circumstances allow.

Complaints handling courses

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

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 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
  • “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
  • “Really well presented, engaging and very informative. Aims definitely met.
    May 2019, Leeds
  • “Very much enjoyed the session. Very informative.”
    Oct 2019, Newcastle
  • “I thought the course was exactly what we were looking for in terms of guidance on complaints.
    June 2018, Birmingham


Interview with a complainant

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