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          • 28 September 2020
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          • RemCo archive minutes
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          • 29 April 2019
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          • 15 September 2022
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          • 25 January 2023
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          • 15 June 2023
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          • 18 October 2023
          • 14 December 2023
          • 30 January 2024
          • 25 April 2024
          • 13 June 2024
          • 25 July 2024
          • 24 October 2024
          • 18 December 2024
          • 29 January 2025
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      • Canllaw i lanlwytho dogfennau gyda'ch cyflwyniad ffurflen gwyno
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      • Preventing complaints
        • Overview of annual complaints data
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        • An ombudsman's view of good costs service
        • Complaints in focus - stamp duty
        • Losing the plot – residential conveyancing complaints
        • The price of separation: Divorce related legal complaints and their causes
        • Complaints in focus: No win, no fee agreements
        • Complaints in focus - wills and probate
        • Complaints about legal costs
        • Spotlight on: Stamp Duty changes
        • Spotlight on: Third party delays
      • Good complaints handling
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        • Learning from complaints
      • The LeO Process
        • Guidance: Scheme Rules FAQ
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        • Our approach during the COVID-19 pandemic
        • Guidance: Our approach to putting things right
        • Guidance: Complaints alleging negligence
        • Guidance: for accountants
      • Stamp duty - feedback for lawyers
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      • Technical advice desk
        • Our approach during the COVID-19 pandemic
        • Guidance: Complaints alleging negligence
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    • News
      • Georgina Philippou to join the Board of the Office for Legal Complaints
      • OLC Annual Report published (1)
      • Blog by Elisabeth Davies, Chair of the OLC (2)
      • LeO News, edition 25
      • News in Brief
      • A view from the top
      • Under the spotlight – learning resources
      • Case Work
      • Consumer Panel’s New Strategy, New Direction
      • Service provider advice line
      • Consultation: Business Plan and Budget 2021/22
      • Guidance: Our approach to putting things right
      • Invitation to Tender - Service Complaints Adjudicator
      • OLC: publication of board papers October 2020
      • Learning from complaints
      • Celebrating Black History Month
      • LeO Mythbusters article - beneficiaries
      • Blog by Elisabeth Davies, Chair of the OLC
      • LEO News in Brief
      • The OLC announce new appointments
      • Guidance: Responding to challenging situations
      • Guidance: An ombudsman’s view of good costs service – second edition
      • Legal Ombudsman welcomes new OLC board chair
      • Guidance: Scheme Rules FAQs
      • Consultation-on-our-draft-strategy-for-2020-23
      • 2019-20 Business Plan and Budget
      • Legal Ombudsman proposes technical changes to Scheme Rules
      • Legal Ombudsman updates Scheme Rules
      • Chief Ombudsman announces new position
      • Elisabeth Davies is preferred choice for next Chair of the OLC
      • Office for Legal Complaints welcomes Independent Review of Legal Services Regulation
      • OLC Board Update
      • Guidance: our approach to determining complaints
      • OLC Annual Report 2018-19 published
      • Our approach during the COVID-19 pandemic
      • Annual complaints data overview 2019/20
      • OLC Annual Report published
      • LeO News – Edition 23 is out
      • Senior Management and Board recruitment
      • LeO News – Edition 22 is out
      • LeO News – Edition 21 is out
      • Consultation on our 2019-20 business plan and budget
      • New self-service Customer Assessment Tool
      • Law Society interview with Chair Wanda Goldwag
      • Legal Ombudsman 2017-18 Annual Report published
      • Legal Ombudsman Chair in Pride Power List 2018
      • Better Information Research
      • LeO News – Edition 19 released
      • Legal Ombudsman launches new Scheme Rules
      • Our final 2018-19 Business Plan and Budget
      • New agreement with ACCA published
      • Gender pay gap report
      • Appointment of three new non-executive directors welcomed
      • Legal Ombudsman responds to Competition and Markets Authority’s Legal Services Market Study
      • New factsheet launched – Unhappy with our service
      • Legal Ombudsman proposes minor changes to Scheme Rules
      • Legal Ombudsman welcomes new Chief Ombudsman
      • Legal Ombudsman’s Head of IT nominated for transformation award
      • Legal Ombudsman responds to regulators’ transparency consultations
      • LeO News – Edition 18 is out
      • Research shows room for improvement in how law firms deal with complaints
      • Legal Ombudsman responds to SRA Handbook reforms consultation
      • Legal Ombudsman announces new Chief Ombudsman
      • Consultation on our 2018-19 Business Plan and Budget
      • New research warns professionals on importance of their language in complaints
      • OLC and Legal Ombudsman Annual Report published
      • Legal Ombudsman launches new course for legal sector
      • LeO News – Edition 17 is out
      • Legal Ombudsman announces new chief executive
      • CMA: Review of Legal Services
      • OLC: publication of board papers, 2020
      • Race Equality Week
      • Blog by Elisabeth Davies, Chair of the OLC (1)
      • OLC Business Plan and Budget consultation 2022/23
      • LeO news 26
        • News in Brief
        • COVID case studies
        • Early resolution initiatives
        • Premature complaints
      • Office for Legal Complaints launches Scheme Rules consultation
      • Blog by Elisabeth Davies, 23 March 2022
      • Business Plan and Budget 2022/23
      • Office for Legal Complaints publishes 2021/22 Annual Report and Accounts for the Legal Ombudsman
      • Blog by Elisabeth Davies, Chair of the OLC (3)
      • Changes to the Legal Ombudsman's Scheme Rules
      • Blog by Elisabeth Davies, Chair of the OLC (4)
      • Consultation: Business Plan and Budget for 2023/24
      • LeO News 27
      • Guidance: Scheme Rules changes April 2023
      • Updated Scheme Rules FAQs April 2023
      • LeO News 28
        • Casework corner
        • Learning and insight
        • Relationships matter
        • Scheme Rule changes from 1 April 2023 – what they mean for you
        • OLC Budget, Business Plan and Interim Strategy
        • Chief Ombudsman's introduction
      • Consumer guidance on Scheme Rules changes
      • Blog by Elisabeth Davies, Chair of the OLC (5)
      • OLC publishes 2023/24 Business Plan, Budget and interim Strategy
      • Blog by Elisabeth Davies, Chair of the OLC (6)
      • Office for Legal Complaints publishes 2022/23 Annual Report and Accounts
      • LeO News 29
        • Improved case studies – helping to resolve and prevent complaints
        • Ensuring people contact us at the right time
        • Get support with resolving complaints
        • Access our new course on remedies
        • Our recent engagement: listening and learning
        • Chief Ombudsman's introduction: a step change and an evolution
        • LeO with Pride: we join the SRA at Birmingham’s Pride Parade
      • Blog by Elisabeth Davies, Chair of the OLC (7)
      • Consultation on draft 2024-27 Strategy and 2024/25 Business Plan
      • LeO News 30
        • Chief Ombudsman's introduction
        • Working together to improve outcomes in legal services - sharing insights and feedback with the legal sector
        • Support with resolving and preventing complaints
      • Updated guidance on complaints about costs
      • Legal Ombudsman: change of postal address
      • Office for Legal Complaints publishes new strategy and business plan for the Legal Ombudsman
      • OLC Chair s Blog- Strategy and Business Plan launch
      • LeO welcomes LSB’s framework for achieving a positive complaints culture
      • Office for Legal Complaints publishes 2023/24 Annual Report and Accounts
      • OLC Chairs blog - 2023/24 Report and Accounts
      • Legal Ombudsman takes action to prevent complaints about legal fees
      • Elaine Banton joins the Board of the Office for Legal Complaints
      • OLC launches consultation on the Business Plan and Budget for 2025/26
      • Legal Ombudsman 2023/24 annual complaints data and insight
      • LeO launches new series of Spotlight articles
      • LeO's Chief Ombudsman, Paul McFadden, to move on in October 2025
      • Office for Legal Complaints publishes 2025/26 Business Plan for the Legal Ombudsman
      • Spotlight on: Third-party delays
      • Introducing the Model Complaints Resolution Procedure
    • Case studies
      • Increasing ground rent
      • A cybercrime warning to firms
      • One year from awareness of act/omission
      • Failure to provide reasonable adjustments
      • Probate issues and rising costs
      • Poor billing
      • Six month time limit - complaint accepted
      • Six month rule - out of time
      • A reasonable service
      • Guided negotiation
      • A cybercrime nightmare
      • No poor service - conveyancing complaint
      • Failure to provide information
      • Lack of evidence
      • A reasonable first tier offer
      • A barrister's professional judgement
      • Insurer won't cover the cost
      • Service failings caused emotional distress
      • Underperforming inheritance investment
      • A missed deadline had a severe impact
      • Poor service - failing to provide an update
      • Fixed fee
      • A jurisdiction challenge
      • Can I complain if I've already accepted an offer?
      • Ruling that an offer is reasonable
      • Poor complaint handling let this barrister down
      • The firm acted in their client's best interest
      • Case fee waived
      • Failure to provide reasonable advice
      • Agreeing on a remedy
      • Out of jurisdiction
      • Client not advised about six month rule
      • Providing a service
      • Making reasonable adjustments
      • The service provided no value
      • The firm acted reasonably
      • Poor advice led to implications
      • Reasonable offer made
      • Guided negotiation (1)
      • Use of Scheme Rule 5.7A
      • Delays outside of a firm's control
      • Responding to consumers’ requests for documents
      • Deciding whether complaints are in time – requests for bills
      • Complaints about how fees have been calculated and communicated
      • Stamp Duty Land Tax - complaint resolved through guided negotiation
      • Stamp Duty Land Tax - complaint resolved by final decision
      • Stamp Duty Land Tax - reasonable offer made
      • Third-party delay - complaint resolved by final decision
      • Third-party delay - complaint resolved by early resolution
      • Third-party delay - reasonable offer made
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