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

Rules of Procedure for the OLC

Guidance and resources to support you, as a legal service provider, to resolve complaints brought to you by your clients

Data about organisational performance, complaints and ombudsman decisions.

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.

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.