Customer Service Principles 26/03/2024 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
Equality, diversity and inclusion 07/08/2024 The Legal Ombudsman has a strategy for ensuring that the principles of equality, diversity and inclusion (EDI) are at the heart of everything we do – both as an employer and as a public service. Tagged: equality diversity inclusion
How to complain to your service provider 26/03/2024 This factsheet will tell you more about making a complaint to your legal service provider. Tagged: complaining to a lawyer complaining to a solicitor factsheets consumer journey
Accessibility statement 06/08/2024 This page features our website accessibility statement. The website is run by the Legal Ombudsman and outlines the accessibility services that we provide. Tagged: Accessibility statement
Transparency and Reporting Impact 18/07/2024 A discussion paper on the options for publishing a wider range of information data about the decisions and complaints investigated by the Legal Ombudsman Tagged: Consultation Transparency governance
Registers of interests and expenses 24/02/2025 Registers for the OLC, Senior Management and Ombudsman team Tagged: Office for Legal Complaints governance
Senior Management and Board recruitment 13/01/2025 Senior Management and Board recruitment Tagged: Press release
Six month time limit - complaint accepted 26/03/2024 Case study - six month time limits Tagged: Our rules Six month limit
Guidance: Scheme Rules 26/03/2024 Guidance on the scheme rules Tagged: Scheme Rules Legal Ombudsman Scheme
The price of separation: Divorce related legal complaints and their causes 26/03/2024 The price of separation: Divorce related legal complaints and their causes
OLC Operating framework 26/03/2024 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
Inclusive service policy statement 26/03/2024 inclusive service policy statement Tagged: Inclusive service policy statement Legal Ombudsman service Legal Ombudsman customers Legal Ombudsman committment service policy
Performance data 14/05/2024 Performance Data for the Legal Ombudsman Tagged: Data centre Key Performance Indicators performance data
A jurisdiction challenge 26/03/2024 This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...
