News in Brief
Business Plan and Budget 2019-20
We have published our Business Plan for 2019-20. Our key themes include the quality of our work and focus on case progression; and building and maintaining trust and confidence by delivering and sustaining good performance. This Business Plan marks the final year of our 2017-20 strategy. We are proud of the progress we’ve made against our strategic priorities and look forward to building on this work in the coming year. You can view the full Business Plan here.
Recent articles
In this edition of Modern Law Magazine our Chief Executive Rebecca Marsh talks about the work opportunities for female employees at LeO. You can also read her blog which focuses on the upcoming work for LeO.
Area of law videos
We recently published some videos covering the top five areas of law where we receive the most complaints. The videos explore the common types of complaints we see; how we investigate and resolve complaints; as well as practical tips on how to avoid complaints. The videos also feature case studies. Take a look at each one here:
Law Society Webinar
We have collaborated with the Law Society to present a seminar on ‘How the Legal Ombudsman decides poor service’.
- If you would like to view this recording, please email pdc@lawsociety.org.uk with your PDC username and they will add this directly to your account.
- If you would like to purchase the recording or wish to set up a PDC account, please email or telephone the Law Society on 0207 320 5978.
Changes to our new lay board members
A big welcome to Rod Bulmer and Shrinivas Honap ACA, who are the new lay Board Members of the Office for Legal Complaints (OLC). Both Rod and Shrinivas bring with them a wealth of diverse knowledge and experience that is going to be of great benefit to the Legal Ombudsman. You can read more about Rod Bulmer here and Shrinivas Honap here.
Reasonable service guidance
We have now published Our approach to determining complaints guidance. This document examines some of the common factors which may influence our decision on what is fair and reasonable in all the circumstances of a case. You can read more here. You can also view our Guidance: Scheme Rules FAQs here.
Scheme Rules 2019
On 1 April, 2019 we began using a new version of our Scheme Rules following our claims management jurisdiction passing to the Financial Ombudsman Service (FOS). After a short period for representations in January, the rules were approved by the Legal Services Board (LSB) on 28 February. You can find a copy of the updated Scheme Rules here, and details of the approval process for these changes here.