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Our factsheets are short and easy to digest, and give an overview of the relevant topic.

In our experience, these are the most essential things you need to be aware of when you deal with complaints.

We’re a small organisation which places people at the heart of what we do. Although our workplace is based in central Birmingham, we provide a free and impartial service to people across England and Wales.

Helping legal service providers

Policy statement – approach to complaints where the respondent also provides non-legal services

Section 117 of the Legal Services Act requires the Legal Ombudsman to “have regard to such generally accepted principles of good corporate governance as it is reasonable to regard as applicable to it”. The purpose of this document is to demonstrate how the OLC is discharging this obligation under the Act.

This signposting pack has been created to help you meet the statutory requirements. It includes suggested text you could use to signpost customers to the Legal Ombudsman (LeO) and when you should do this.