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In this section we will tell you more about how we investigate your complaints.

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.

What legal providers, consumers and their representatives need to know when it comes to disputes about legal costs on a “no win, no fee” basis.

Legal Ombudsman 2024/25 annual complaints data and insight