Governance agreements 22/09/2020 Agreements which set out the working relationship between the Legal Ombudsman and other external stakeholders Tagged: Office for Legal Complaints governance Memorandum of Understanding
OLC Annual Report 2018-19 published 02/11/2021 OLC Annual Report 2018-19 published Tagged: Press release Annual Report Office for Legal Complaints
Business Plan and Budget 2022/23 31/03/2022 Business Plan and Budget 2022-23 Tagged: Office for Legal Complaints Business plan and budget
Legal Ombudsman proposes technical changes to Scheme Rules 05/11/2021 Legal Ombudsman proposes technical changes to Scheme Rules Tagged: Guidance Scheme Rules Office for Legal Complaints Consultation
Blog by Elisabeth Davies, Chair of the OLC 05/11/2021 Elisabeth Davies, Chair of the OLC, provides an update on the Legal Ombudsman's 21/22 Business Plan Tagged: Board blog Newsletter Office for Legal Complaints
Customer Service Principles 06/11/2020 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
Blog by Elisabeth Davies, Chair of the OLC 24/03/2022 Blog by Elisabeth Davies, Chair of the OLC Tagged: Board blog Newsletter Office for Legal Complaints
OLC Operating framework 01/04/2022 Section 117 of the Legal Services Act requires the Legal Ombudsman to “have regard to such generally accepted principles of good corporate governance as it is reasonable to regard as applicable to it”. The purpose of this document is to demonstrate how the OLC is discharging this obligation under the Act. Tagged: OLC Operating framework OLC Office for Legal Complaints
Complaint handlers guide 05/11/2020 Complaint handlers guide Tagged: Complaint handlers guide good complaints handling Guidance on Scheme Rules Legal Services Act 2007 first tier complaints legal service provider journey
Policy statement: Publishing our decisions 05/11/2020 The Legal Services Act 2007 allows the Office for Legal Complaints (OLC) to publish reports of investigations or Ombudsman decisions if it considers it “appropriate to do so in any particular case”. In considering what the OLC considers to be “appropriate” for publication, it has been guided by the regulatory objectives of the Legal Services Act. Tagged: Publishing decisions Corporate policies Policy statement
Complaining to a service provider 06/11/2020 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
Governance 05/11/2020 Information about the OLC and governance Tagged: Office for Legal Complaints Governance Legal Ombudsman Scheme Legal Service Board Executive Team Board OLC
No poor service - conveyancing complaint 22/09/2020 Case study where it was found by the Legal Ombudsman that there was no poor service given. Tagged: Resolving complaints