Best practice complaint handling guide 26/03/2024 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. Tagged: Signposting complaint handling best practice scheme rules language responding to complaints final response remedies
Providing Tailored Support 03/10/2025 We have also launched a new initiative – Tailored Support – to deliver bespoke support to service providers
The firm acted in their client's best interest 26/03/2024 Ms H wasn't happy with the advice she was given but we found it to be reasonable...
Help for those who are deaf or hard of hearing 06/08/2024 If you’re deaf, hard of hearing or speech impaired, conversations can be difficult. We use Relay UK (previously Next Generation Text - NGT) to make things easier for you. Relay UK brings relay services for deaf, hard-of-hearing, and speech-impaired people right up to date with the latest app technology.
Scheme Rules FAQs (from April 2023) 26/03/2024 Updated guidance on our Scheme Rules. Including frequently asked questions and case studies. Tagged: Scheme Rules Scheme Rules FAQs
OLC Operating framework 26/03/2024 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. Tagged: OLC Operating framework OLC Office for Legal Complaints
Legal Professional information 26/03/2024 Helping legal service providers Tagged: Professional guidance Information for solicitors Information for lawyers training and events Preventing complaints Resolving complaints
Stamp duty - feedback for lawyers 26/03/2024 We have put together some tips, based on our experience of resolving disputes around stamp duty, which may help you to ensure your clients aren’t being hit with any nasty surprises. Tagged: stamp duty Legal Ombudsman or CLC? lawyer information solicitor information
Are there situations where you may decide not to investigate a complaint? 15/03/2024 Tagged: Complaints we investigate FAQs Complaints we do not investigate
Stamp duty, consumer factsheet 26/03/2024 We have put together some tips, based on our experience of resolving disputes around stamp duty. This consumer factsheet has been created to give you a better understanding of the issues and potential risks around buying your home. Tagged: stamp duty factsheets
