2022 The Legal Ombudsman conducts complaints transparency research Research to gain a better understanding of the transparency of service providers’ online complaints information – in particular, how easy it is for potential complainants to access information on how to complain from service providers’ websites. Full report
2018 Better Information in the Legal Services Market Joint research between Legal Ombudsman and SRA. Better Information in the Legal Services Market highlights the importance of price transparency and information about quality to consumers of legal services. Executive summary Full report
2017 The experiences and effectiveness of solicitors' first tier complaints handling processes Joint research commissioned by the SRA and Legal Ombudsman which shows that there could be improvements in how some law firms deal with complaints. Full report Language of Complaints The Language of Complaints research highlights how the type of language used in the complaints process can affect customer decisions. Full report
2014 Models of Alternative Dispute Resolution A report prepared by Queen Margaret University to investigate what the Legal Ombudsman can learn from other ADR providers. The overall aim of the research is to help the Legal Ombudsman review and develop its dispute resolution model and ensure it remains fit-for-purpose. Full report
2013 Business case for good complaints handling Economic Insight research assessed the business case for good complaint handling. This research highlights that improving first tier complaints handling is likely to increase law firm profitability – and that there may be potential net benefits to the industry of between £53m and £80m over 10 years. Executive summary Full report
2012 Consumer experiences of complaint handling in the legal service market Joint research with the Legal Services Consumer Panel to investigate consumer expectations and experiences of complaints handling processes within the legal services sector. Executive summary Attitudes and experiences of first-tier complainants Reasons and outcomes for premature complaints
2011 Mapping potential consumer confusion in a changing legal market Research by the Centre for Consumers and Essential Services and the University of Leicester which considered whether consumers were confused about how to access redress. Full report Research informing publishing decisions work Identifying law firms subject to consumer complaints - consumer attitudes Joint research with the Legal Services Consumer Panel which sought to explore the attitudes towards the publication of ombudsman decisions. Full report How High Street solicitors view the publication of complaints information The aim of the research was to explore firms views of the publication of complaints information, how the information would be used by them and views on the types of cases which should be published. Full report
