Good complaints handling 19/01/2026 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
Managing unacceptable behaviour policy 03/03/2025 The Legal Ombudsman's guidance on managing unacceptable behaviour policy while in contact with someone using our service Tagged: consumer factsheets
Legal Ombudsman proposes minor changes to Scheme Rules 26/03/2024 Legal Ombudsman proposes minor changes to Scheme Rules Tagged: Consumer resources Scheme Rules
Legal Ombudsman’s Head of IT nominated for transformation award 26/03/2024 Legal Ombudsman’s Head of IT nominated for transformation award
Working together to improve outcomes in legal services 26/03/2024 Working together to improve outcomes in legal services
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
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
Introducing the Model Complaints Resolution Procedure 03/10/2025 The Model Complaints Resolution Procedure is designed to support legal service providers to improve their complaints handling Tagged: LeO News
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
Consultation on complaint case fees is open 03/10/2025 The Office for Legal Complaints has proposed an increase to the case fee charged to service providers for complaints LeO resolves
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.
Office for Legal Complaints - Rules of procedure 26/03/2024 Rules of Procedure for the OLC Tagged: Rules of procedure OLC Office for Legal Complaints Legal Ombudsman Scheme
The price of separation: Divorce related legal complaints and their causes 26/03/2024 The price of separation: Divorce related legal complaints and their causes
Governance agreements 26/03/2024 Agreements which set out the working relationship between the Legal Ombudsman and other external stakeholders Tagged: Office for Legal Complaints governance Memorandum of Understanding
