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
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
Can I complain if I've already accepted an offer? 26/03/2024 Offer accepted from service provider Tagged: Our rules
Poor service - failing to provide an update 26/03/2024 low financial remedy Tagged: Low financial remedy
Complaints process 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 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 18/12/2025 Reflecting the emotional practicalities in service decisions helps establish what is reasonable
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
Is there a charge for your service? 15/03/2024 Tagged: Legal fee service provider fee free service FAQs
LeO welcomes LSB's framework for achieving a positive complaints culture 29/05/2024 Legal Ombudsman welcomes Legal Service Board’s framework for achieving a positive complaints culture
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
