Service failings caused emotional distress in Case studies 26/03/2024 This firm caused unnecessary emotional distress with service failings in an immigration case...
A cybercrime warning to firms in Case studies 26/03/2024 A lack of proper procedures to safeguard against cybercrime left this firm short...
Failure to provide reasonable adjustments in Case studies 26/03/2024 Mr H had a negative experience with the firm as they did not communicate with him in the way he requested...
Delays outside of a firm's control in Case studies 26/03/2024 This firm should have been more proactive in resolving an issue...
Agreeing on a remedy in Case studies 26/03/2024 Our front end team helped this firm and customer agree on a suitable remedy to put things right...
Providing a service in Case studies 26/03/2024 The firm challenged our jurisdiction and failed to respond to the complaint as they were acting for the mortgage lender and not Mr Z…
Using a legal service provider in Complaints process 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
A jurisdiction challenge in Case studies 26/03/2024 This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...
Best practice complaint handling guide in Good complaints handling 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
Making reasonable adjustments in Case studies 26/03/2024 Despite being aware of Mr C's disability, this firm failed to make reasonable adjustments and should have taken more care with the terminology they used...
The LeO Process in Learning Resources 11/03/2026 Guidance and resources on the ombudsman scheme Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process
Legal Ombudsman launches new course for legal sector in News 26/03/2024 Legal Ombudsman launches new course for legal sector Tagged: Guidance
Annual complaints data overview 2019/20 in News 26/03/2024 An overview of the annual complaints data and lessons for the legal sector Tagged: Guidance
Managing unacceptable behaviour policy in Factsheets 03/03/2025 The Legal Ombudsman's guidance on managing unacceptable behaviour policy while in contact with someone using our service Tagged: consumer factsheets
A reasonable service in Case studies 26/03/2024 This firm was found to have provided a reasonable service...
