Blog by Elisabeth Davies, Chair of the OLC 10/01/2024 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
Ensuring people contact us at the right time 23/01/2024 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
Customer Service Principles 10/01/2024 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
Blog by Elisabeth Davies, Chair of the OLC 10/01/2024 Blog by Elisabeth Davies, Chair of the OLC Tagged: Board blog Newsletter Office for Legal Complaints
OLC Operating framework 10/01/2024 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
Policy statement: Publishing our decisions 10/01/2024 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 legal service provider 11/12/2023 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
No poor service - conveyancing complaint 10/01/2024 Case study where it was found by the Legal Ombudsman that there was no poor service given... Tagged: Resolving complaints
Governance 10/01/2024 Information about the OLC and governance Tagged: Office for Legal Complaints Governance Legal Ombudsman Scheme Legal Service Board Executive Team Board OLC
How to complain to your service provider 29/11/2023 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
Legal Ombudsman responds to regulators’ transparency consultations 10/01/2024 Legal Ombudsman responds to regulators’ transparency consultations Tagged: Office for Legal Complaints Consultation
Legal Ombudsman responds to Competition and Markets Authority’s Legal Services Market Study 10/01/2024 Legal Ombudsman responds to Competition and Markets Authority’s Legal Services Market Study Tagged: Office for Legal Complaints Consultation
CMA: OLC response to the review of legal services 10/01/2024 CMA: OLC response to the review of legal services Tagged: Office for Legal Complaints Consultation