Poor complaints handling results in additional impact and leads to higher remedies 31/03/2026 Poor complaints handling results in additional impact and leads to higher remedies
Clear communication and a thorough complaints review can save time 10/03/2026 Clear communication and a thorough complaints review can save time
Our Guidance on Remedies is a useful reference tool in resolving complaints 18/12/2025 Our Guidance on Remedies is a useful reference tool in resolving complaints
LeO welcomes LSB's framework for achieving a positive complaints culture 29/05/2024 Legal Ombudsman welcomes Legal Service Board’s framework for achieving a positive complaints culture
Good communication practices reduce complaints and improve client satisfaction 11/02/2026 Good communication practices reduce complaints and improve client satisfaction
Complaints in focus: No win, no fee agreements 26/03/2024 Complaints in focus: No win, no fee agreements
Factsheets 30/09/2024 Our factsheets are short and easy to digest, and give an overview of the relevant topic. Tagged: factsheets
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
Customer Service Principles 26/03/2024 This page sets out the values and the customer service principles that provide the framework for how the Legal Ombudsman resolves disputes, conducts investigations and engages with stakeholders. The core values are: open, fair, independent, effecitive. The customer service principles are: we will always be clear with you / we will be understanding and approachable / we will make good use of everyone's time / we will be impartial, thorough and base our work on facts / we will make a difference. Tagged: complaints handling resolving disputes customer service principles
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
OLC publishes 2025/26 Business Plan for the Legal Ombudsman 09/04/2025 Office for Legal Complaints publishes 2025/26 Business Plan for the Legal Ombudsman
OLC publishes new strategy and business plan for LeO 03/05/2024 Office for Legal Complaints publishes new strategy and business plan for the Legal Ombudsman
Data centre 16/03/2026 Data about organisational performance, complaints and ombudsman decisions. Tagged: Data centre Peformance data Complaints data decision data Research and reports
