This article is part of LeO News, edition 25.
We’ve spent some time with firms on a 1:1 basis over the last year and picked up on some common themes which we feel are creating barriers to resolving first tier complaints. As a result, we have updated our Best Practice Complaint Handling Guide to help you to improve your internal complaints process, prevent complaints coming to the Legal Ombudsman or ensure that your decisions are in line with any the ombudsman would recommend. We urge service providers to read it and refer to it.
We want our website to be a useful resource for service providers, sharing information and guidance from our case work, data, research, and customer feedback. Our learning resources page has everything you need and is split into four sections:
Over the next couple of months, we will be uploading a suite of bitesize training sessions covering the key topics we’d usually cover in our face to face training sessions, including preventing complaints, responding to complaints, determining service, remedies and case fees.
Here you’ll find some key guides to help prevent complaints arising. It features guidance on responding to challenging situations and what we’d expect you to consider and our view of a good costs service.It also includes an overview of our annual complaints data, which focuses on the main complaint issues we see for each area of law and how to prevent them.
This page features our updated best practice complaints handling guide and has key information on our signposting requirements, including text to use in your correspondence.
Along with these is some research studies into the language used in complaint handling, the effectiveness of first tier complaints handling and the business benefits of good complaint handling practices.
On this page you’ll find guidance on the things we take into consideration when determining service and appropriate remedies.
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