Effective complaints handling has never been more important. Consumers now expect quick, clear responses when concerns arise, and the speed at which reputational impact can spread online means that resolving issues early is no longer optional - it is essential. At the same time, service providers across the legal sector are facing rising complaint volumes, increasingly complex expectations, and there is significant variation in how complaints are handled. In too many cases, outdated or inconsistent procedures mean that small matters escalate unnecessarily, increasing pressure on staff and leaving consumers feeling unheard.
Against this backdrop, LeO has developed a Model Complaints Resolution Procedure (MCRP): a simple, consistent and evidence-based procedure with supporting guidance and templates which have been designed to help providers resolve complaints more quickly, more effectively and with greater confidence. Built from LeO’s unique insight into what drives escalation, what good practice looks like, and what consumers say works for them, the MCRP focuses on early, constructive engagement and a clear, proportionate route to resolution. It also incorporates the flexibility needed to work across different business models, practice areas and consumer needs.
The benefits of adopting the MCRP are clear. A streamlined structure which places emphasis on the early resolution of complaints not only reduces the time taken to resolve complaints, but also brings much needed consistency to first-tier complaint handling. By adopting the model procedure, providers gain reassurance that their approach aligns with sector expectations and regulatory requirements, while consumers benefit from clearer communication, quicker outcomes and a process that is easy to understand. Evidence from our Pilot undertaken with cross-sector representation shows that for many service providers the MCRP could lead to faster resolutions, fewer escalations and more positive experiences for both consumers and providers.
This call for input invites the sector to help shape the final version of the MCRP and the supporting guidance. We want to ensure the model works for every type of provider and reflects the real‑world experiences of those who will use it. Feedback from legal service providers, representative bodies, regulators and consumer organisations is vital to refining the tools that sit alongside the procedure. Your insight will help us deliver a model that supports high‑quality complaint handling across the sector when we publish the final MCRP later this year.
Read: Call for Input
Read: Draft guidance pack
The call for input is open until midday 19 May 2026.
You can share your feedback via our online survey: https://forms.office.com/e/mxDp2nk9NF
You can also respond by sending your views to: consultations@legalombudsman.org.uk
LeO will carefully consider all responses to this call for input. The MCRP has been developed and tested with a wide range of service providers, and early feedback indicates that many service providers recognise elements that feel familiar or which align with existing approaches – something we hope will make adoption straightforward and achievable.
At the same time, we know that real-world experience across different organisation types and consumer groups is essential to getting this right. Your insights will play a vital role in shaping the final package. While our development work to date, and the results of our pilot exercise, give us confidence that major changes to the MCRP itself should not be necessary, your views about what additional guidance, tools or support are required to support the MCRP to work effectively for the full diversity of providers and clients they serve are really important. We are particularly keen to understand where further clarity or resources would make implementation easier or more attractive.
We will share an overview of the feedback we receive, and how we have taken it into account, ahead of the final launch.
