19 October 2017
The Office for Legal Complaints (OLC), which oversees the Legal Ombudsman (LeO), has today published its Annual Report and Accounts 2016-17.
It is the first set of clean accounts for three years and highlights cost savings for the sixth year in a row and a year-on-year increase in the number of legal cases resolved.
LeO investigated and resolved 6,573 legal complaints in the 2016-17 financial year. This rose from 6,416 in the previous year with residential conveyancing, family law, personal injury, wills and probate and litigation the most complained about areas of law.
In the claims management company jurisdiction, there were 2,616 complaints investigated and resolved, the majority of which related to financial products and services such as mis-sold payment protection insurance.
Wanda Goldwag, who took over as Chair of the OLC Board in March 2017, said: “This year’s Annual Report and Accounts are an important milestone that reflect our progress noted in the Ministry of Justice’s Tailored Review. They draw a line under past issues and allow us to focus with renewed confidence on delivering our ambitious strategy.”
The report highlights that LeO is investing in a major programme of change to improve business processes and developing its staff through the Modernising LeO programme. Its work goes above and beyond complaints by feeding back to service providers through courses, guidance documents, Periscope videos and conferences.
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