Best practice complaint handling guide 26/03/2024 The aim of this guide is to help you improve the overall service you provide to your customers. By sharing best practice with you, we hope you will be able to reduce the number of complaints that are escalated to the Legal Ombudsman and improve service standards across the profession. Tagged: Signposting complaint handling best practice scheme rules language responding to complaints final response remedies
The firm acted in their client's best interest 26/03/2024 Ms H wasn't happy with the advice she was given but we found it to be reasonable...
Policy statement – approach to complaints where the respondent also provides non-legal services 26/03/2024 Policy statement – approach to complaints where the respondent also provides non-legal services Tagged: Policy statement Non-legal services Non-legal service providers Corporate policies
Appointment of three new non-executive directors welcomed 26/03/2024 Appointment of three new non-executive directors welcomed Tagged: Office for Legal Complaints
Ensuring people contact us at the right time 26/03/2024 We’ve made changes to help ensure people contact us at the right time – once their legal service provider has had a chance to look into their complaint. This includes launching a new leaflet that service providers can send. Tagged: Improvements Premature complaints consumer journey Customer journey
OLC Strategy 2024-27 and 2024/25 Business Plan 09/04/2025 OLC Strategy 2024-27 Tagged: Strategy strategy and business plan
Consultation on draft 2024-27 Strategy and 2024/25 Business Plan 26/03/2024 Consultation on draft 2024-27 Strategy and 2024/25 Business Plan
OLC Chair's Blog- 2024-27 Strategy and 2024/25 Business Plan launch 03/05/2024 OLC Chair's Blog- 2024-27 Strategy and 2024/25 Business Plan launch
Preventing complaints 17/03/2025 Guidance and resources which highlight best practice in customer service and the key drivers for complaints Tagged: Preventing complaints Annual complaints data good costs services case studies good complaints handling training and events
