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
Research and reports 26/03/2024 Research and reports on complaints handling Tagged: alternative dispute resolution DJS Legal Services Market Language of complaints Research and reports
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
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
Complaining about closed service providers 14/05/2024 This factsheet explains how we look at complaints against service providers who are no longer open. Most of the complaints that are brought to us are about solicitors and the information here concentrates on those service providers. Tagged: Closed legal firms closed legal service providers factsheets consumer journey
OLC publishes 2023/24 Budget, Business Plan and Interim Strategy 14/05/2024 The Office for Legal Complaints has published its Business Plan and Budget for 2023/24 for the Legal Ombudsman (LeO), together with an interim strategy for 2023-24.
How to complain to your service provider 19/07/2024 How to complain to your service provider Tagged: How to complain complaints journey complaint letter template closed firm guidance How we work consumer journey Help for prisoners
Complaining to a legal service provider 26/03/2024 Guidance and resources on how consumers can complain about their legal service provider. Tagged: complaints journey complaint letter template closed firm guidance closed firms how we work Help for prisoners complaining
Policy Statement - Publishing our Decisions 26/03/2024 Our Policy Statement 2020 sets out why we publish the final decisions made by an ombudsman. Tagged: Policy statement Publishing decisions
Corporate policies 04/11/2025 Details of key corporate policies Tagged: Access to information Corporate policies Whistleblowing Publishing decisions
Our commitment to you 26/03/2024 The Legal Ombudsman outlines its service principles, what you can expect from us and what we expect from you. Tagged: customer service principles consumer factsheets How we work
Accessibility statement 06/08/2024 This page features our website accessibility statement. The website is run by the Legal Ombudsman and outlines the accessibility services that we provide. Tagged: Accessibility statement
LeO’s latest quarterly data reveals significant rise in complaints 11/02/2026 2025/26 Quarter 3 data release
Factsheets 30/09/2024 Our factsheets are short and easy to digest, and give an overview of the relevant topic. Tagged: factsheets
