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Customer Service Principles

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.

Working for us

We’re a small organisation which places people at the heart of what we do. Although our workplace is based in central Birmingham, we provide a free and impartial service to people across England and Wales.

A jurisdiction challenge

This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...