Around 40% of the complaints we receive are premature, meaning that the complainant hasn’t raised a complaint with the legal service provider they’re unhappy with before raising it with us. This means we often have to signpost people back to their service provider.
To help address this, alongside updating our Scheme Rules, we’ve developed a one-page consumer leaflet outlining how and when we can help. This is aimed at ensuring that consumers contact us at the right time – after a service provider has had a chance to address their complaint.
As well as providing clear information about LeO’s role, the new leaflet contains a link to our website for more information. We’re currently working on a revised consumer journey page, helping people know what to expect of the complaints process and how – and when – LeO fits in.
It isn’t mandatory for service providers to use this leaflet. However, it is intended as a simple way for providers to help convey the key information about the Legal Ombudsman they are required to in their client care communication.
The leaflet is available to download from our website in English and Welsh. Service providers are responsible for meeting any additional accessibility needs their individual customers may have.
LeO here if you need us leafletLeO rydyn ni yma os ydych chi ein hangen ni (Welsh translation)
