Considered decisions, communicated clearly are consistent with a reasonable service 18/12/2025 Considered decisions, communicated clearly are consistent with a reasonable service
Even if we uphold a complaint, a full cost refund is unlikely to be awarded 27/11/2025 Even if we uphold a complaint, a full cost refund is unlikely to be awarded
Poor complaints handling and lack of clarity lengthens complaint resolution 19/01/2026 Poor complaints handling and lack of clarity lengthens complaint resolution
OLC publishes 2021/22 Annual Report and Accounts for the Legal Ombudsman 15/05/2024 OLC publishes 2021/22 Annual report and Accounts for the Legal Ombudsman
Consultation on complaint case fees is open 03/10/2025 The Office for Legal Complaints has proposed an increase to the case fee charged to service providers for complaints LeO resolves
Effective complaint handling can prevent costly case fees 13/03/2026 Effective complaint handling can prevent costly case fees
Stamp Duty Land Tax - complaint resolved by final decision 18/03/2025 Stamp Duty Land Tax - complaint resolved by final decision Tagged: stamp duty
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
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
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.
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
