Ensuring people contact us at the right time in LeO News 29 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 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
Equality, diversity and inclusion in Who We Are 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
How We Work in Information Centre 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
Can I complain if I've already accepted an offer? in Case studies 26/03/2024 Offer accepted from service provider Tagged: Our rules
LeO & OLC 2026/27: a half-year update in News 30/10/2026 A blog by Phil Cain (Chief Ombudsman) and Ric Blakeway (Chair of the OLC)
When should I complain to my service provider? in FAQs 15/03/2024 Tagged: Complaints customer journey FAQs
Poor service - failing to provide an update in Case studies 26/03/2024 low financial remedy Tagged: Low financial remedy
Complaints process in For Consumers 26/03/2024 Our resources help consumers make informed choices about resolving a complaint with their legal service provider. Tagged: case studies FAQs factsheets accessibility make a complaint
LeO News, edition 25 in News 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
Reflecting the emotional practicalities helps establish what is reasonable in Case studies 18/12/2025 Reflecting the emotional practicalities in service decisions helps establish what is reasonable
Learning Resources in For Legal Service Providers 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
Is there a charge for your service? in FAQs 15/03/2024 Tagged: Legal fee service provider fee free service FAQs
LeO welcomes LSB's framework for achieving a positive complaints culture in News 29/05/2024 Legal Ombudsman welcomes Legal Service Board’s framework for achieving a positive complaints culture
What is a legal service provider? in FAQs 15/03/2024 Tagged: Legal service provider Regulated firms FAQs
