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
Technical advice desk 26/03/2024 Advice line for technical queries from service providers Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process complaint handling advice
Make A Complaint 13/05/2024 Information about starting a complaint Tagged: make a complaint complaint checker
How to complain to your service provider 26/03/2024 Our factsheet will tell you more about how we investigate your complaints. Tagged: complaint about a lawyer complaint about a solicitor factsheets make a complaint
If you are unhappy with the service we have provided 15/07/2024 This factsheet tells you what actions you can take if you're unhappy with the service you have received from us. Tagged: complaint about Legal Ombudsman Factsheets
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
Complaints process 26/03/2024 Our resources help consumers make informed choices about resolving a complaint with their legal service provider. Tagged: case studies FAQs factsheets accessibility make a complaint
Learning Resources 26/03/2024 Guidance and resources to support you, as a legal service provider, to resolve complaints brought to you by your clients Tagged: training and events Preventing complaints complaints handling lawyer information solicitor information
Preventing complaints 30/09/2024 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
Bringing a complaint to us 26/03/2024 Guidance and resources on how you can bring your complaint to the Legal Ombudsman. Tagged: factsheets representative authority form complaint form scheme rules helping prisoners complaining
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
Good complaints handling 26/03/2024 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
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
Reports and plans 21/08/2024 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