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 In too many cases, outdated or inconsistent procedures mean that small matters escalate unnecessarily, increasing pressure on staff and leaving consumers feeling unheard.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
