How We Work 10/01/2024 Every year we help resolve thousands of complaints about the legal service from consumers who are unhappy with their legal service provider. Tagged: common complaints Scheme Rules governance case studies Consumers Ombudsman regulated firms
Best practice complaint handling guide 10/01/2024 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
Bringing a complaint to us 22/12/2023 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
Publishing our decisions: An evidenced based response November 2011 10/01/2024 November 2011. Public response to publishing decisions consultation Tagged: Consultation strategy and business plan Scheme Rules Publishing our decisions
Technical advice desk 28/11/2023 Advice line for technical queries from service providers Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process complaint handling advice
Consultations 16/04/2024 Details of past and present consultations and the responses we have received Tagged: Consultation strategy and business plan Publishing our decisions Transparency and reporting governance
Client not advised about six month rule 21/12/2023 A woman who complained to her solicitor she had not been properly represented in court was not sign-posted to the Legal Ombudsman Tagged: Six month limit Our rules
A jurisdiction challenge 21/12/2023 This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...
Use of Scheme Rule 5.7A 21/12/2023 This case was dismissed under Section 5.7 (a) because it had no reasonable prospects of success...
Six month time limit - complaint accepted 21/12/2023 Case study - six month time limits Tagged: Our rules Six month limit
10 December 2018 OLC board papers and minutes 10/01/2024 OLC board papers and minutes 10 December 2018 Tagged: Office for Legal Complaints governance
Providing a service 22/12/2023 The firm challenged our jurisdiction and failed to respond to the complaint as they were acting for the mortgage lender and not Mr Z…
Blog by Elisabeth Davies, Chair of the OLC 10/01/2024 Elisabeth Davies, Chair of the OLC, provides an update on what's been happening over Q1 of 2022/23 Tagged: Newsletter blog Board blog
