A barrister's professional judgement 26/03/2024 Mr L was not happy with his barrister, however we found the service to be reasonable...
Equality, diversity and inclusion 28/11/2025 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
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
Providing Tailored Support 03/10/2025 We have also launched a new initiative – Tailored Support – to deliver bespoke support to service providers
Policy statement – approach to complaints where the respondent also provides non-legal services 26/03/2024 Policy statement – approach to complaints where the respondent also provides non-legal services Tagged: Policy statement Non-legal services Non-legal service providers Corporate policies
A jurisdiction challenge 26/03/2024 This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...
Governance 06/08/2024 Information about the OLC and governance Tagged: Office for Legal Complaints Governance Legal Ombudsman Scheme Legal Service Board Executive Team Board OLC
Good complaints handling 16/03/2026 Guidance to ensure legal service providers are meeting their statutory requirements as well as best practive resources. Tagged: good complaints handling first tier complaints training and events How we work Complaints process lawyer information solicitor information
Factsheets 30/09/2024 Our factsheets are short and easy to digest, and give an overview of the relevant topic. Tagged: factsheets
The Legal Ombudsman's Top tips for responding to complaints 26/03/2024 In our experience, these are the most essential things you need to be aware of when you deal with complaints. Tagged: Responding to complaints Learning resources lawyer information solicitor information
Preventing complaints 18/12/2025 Guidance and resources which highlight best practice in customer service and the key drivers for complaints Tagged: Preventing complaints Annual complaints data good costs services case studies good complaints handling training and events
Reports and plans 28/11/2025 A summary of corporate reports and plans: Annual Report, Strategy and Business Plans and other corporate areas Tagged: Annual Report Strategy and business plan Reports and Plans Business plan and budget Service Complaint Adjudicator Report Gender pay gap report governance
Case fee waived 26/03/2024 In this complaint we found the firm's service and the handling of the complaint to be reasonable so the case fee was waived...
