Considered decisions, communicated clearly are consistent with a reasonable service 18/12/2025 Considered decisions, communicated clearly are consistent with a reasonable service
Service providers should consider the transaction type when advising on timescales 31/03/2026 Service providers should consider the transaction type when advising on timescales
If service providers explain their process up front, disputes are less likely 27/11/2025 If service providers explain their process up front, disputes are less likely
Service provider could have avoided complaint by issuing a final bill 16/01/2026 Service provider could have avoided complaint by issuing final bill
Delays and lack of response by probate service provider 27/11/2025 Delays and lack of response by probate service provider led to extended resolution time and increased remedy
Guidance: An ombudsman’s view of good costs service – second edition 26/03/2024 Guidance: An ombudsman’s view of good costs service – second edition Tagged: Guidance
LeO cannot require a service provider to conclude the administration of an estate 27/11/2025 The Legal Ombudsman cannot require a service provider to conclude the administration of an estate, especially where the issues are being caused by a third party.
Do I need to complain to my service provider? 15/03/2024 Tagged: customer journey resolving complaints How to complain to your service provider FAQs
Technical advice desk 26/03/2024 Advice line for technical queries from service providers Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process complaint handling advice
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
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
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
Equality, diversity and inclusion 08/06/2026 The Legal Ombudsman has a strategy for ensuring that the principles of equality, diversity and inclusion (EDI) are at the heart of everything we do – both as an employer and as a public service. Tagged: equality diversity inclusion
