How We Work 16/03/2026 Every year we help resolve thousands of complaints about the legal service from consumers who are unhappy with their legal service provider. Tagged: common complaints Scheme Rules governance case studies Consumers Ombudsman regulated firms
Who We Are 12/03/2026 Our job is to help resolve disputes between consumers and legal service providers. We are independent and impartial and base our assessment on the evidence provided. We aim to reach a resolution that is fair and that works for everyone involved. We help consumers to resolve complaints. We also help legal service providers to better understand such complaints, so they don’t happen again. Tagged: Office for Legal Complaints OLC Legal Ombudsman Scheme How we work
How to complain to your service provider 19/07/2024 How to complain to your service provider Tagged: How to complain complaints journey complaint letter template closed firm guidance How we work consumer journey Help for prisoners
How to complain to your service provider 26/03/2024 Our factsheet will tell you more about how we investigate your complaints. Tagged: complaint about a lawyer complaint about a solicitor factsheets make a complaint
Complaints about how fees have been calculated and communicated 30/09/2024 Complaints about how fees have been calculated and communicated Tagged: Case studies
Our commitment to you 26/03/2024 The Legal Ombudsman outlines its service principles, what you can expect from us and what we expect from you. Tagged: customer service principles consumer factsheets How we work
Complaining to a legal service provider 26/03/2024 Guidance and resources on how consumers can complain about their legal service provider. Tagged: complaints journey complaint letter template closed firm guidance closed firms how we work Help for prisoners complaining
Customer Service Principles 26/03/2024 This page sets out the values and the customer service principles that provide the framework for how the Legal Ombudsman resolves disputes, conducts investigations and engages with stakeholders. The core values are: open, fair, independent, effecitive. The customer service principles are: we will always be clear with you / we will be understanding and approachable / we will make good use of everyone's time / we will be impartial, thorough and base our work on facts / we will make a difference. Tagged: complaints handling resolving disputes customer service principles
Work of no value may lead to a full refund being directed by the LeO 27/11/2025 Work of no value may lead to a full refund being directed by the LeO
Research shows room for improvement in how law firms deal with complaints 26/03/2024 Research shows room for improvement in how law firms deal with complaints Tagged: Research
Even if we uphold a complaint, a full cost refund is unlikely to be awarded 27/11/2025 Even if we uphold a complaint, a full cost refund is unlikely to be awarded
