Preventing complaints 18/12/2025 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
Our approach during the COVID-19 pandemic 16/03/2026 Approach during COVID-19 Pandemic Tagged: Guidance
Legal Ombudsman launches new course for legal sector 26/03/2024 Legal Ombudsman launches new course for legal sector Tagged: Guidance
Do you consider complaints about professional negligence? 15/03/2024 Tagged: Complaints How to complain to your service provider professional negligence FAQs
Learning Resources 26/03/2024 Guidance and resources to support you, as a legal service provider, to resolve complaints brought to you by your clients Tagged: training and events Preventing complaints complaints handling lawyer information solicitor information
Good complaints handling 16/03/2026 Guidance to ensure legal service providers are meeting their statutory requirements as well as best practive resources. Tagged: good complaints handling first tier complaints training and events How we work Complaints process lawyer information solicitor information
Scheme Rules FAQs (from April 2023) 26/03/2024 Updated guidance on our Scheme Rules. Including frequently asked questions and case studies. Tagged: Scheme Rules Scheme Rules FAQs
Managing unacceptable behaviour policy 03/03/2025 The Legal Ombudsman's guidance on managing unacceptable behaviour policy while in contact with someone using our service Tagged: consumer factsheets
LeO News, edition 25 26/03/2024 Our newsletter updates our service providers on our latest activities and events, and features helpful guidance and informatoin for the legal service profession. Tagged: Newsletter
LeO Mythbusters article - beneficiaries 19/06/2024 This article is part of LeO News, edition 24. Tagged: Newsletter Guidance
Signposting consumers to the Legal Ombudsman 24/06/2024 This signposting pack has been created to help you meet the statutory requirements. It includes suggested text you could use to signpost customers to the Legal Ombudsman (LeO) and when you should do this. Tagged: Signposting Consumer resources FAQs factsheets guidance Signpost
Using a legal service provider 26/03/2024 Guidance on using legal service providers. Tagged: Consumer resources FAQs factsheets Conveyancing lawyer Divorce lawyer stamp duty home buyers first time buyers consumer factsheets good costs services Ombudsman decision data decision data
The LeO Process 11/03/2026 Guidance and resources on the ombudsman scheme Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process
Annual complaints data overview 2019/20 26/03/2024 An overview of the annual complaints data and lessons for the legal sector Tagged: Guidance
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
