Learning Resources 26/03/2024 Guidance and resources to support you, as a legal service provider, to resolve complaints brought to you by your clients Tagged: training and events Preventing complaints complaints handling lawyer information solicitor information
Good complaints handling 26/03/2024 Guidance to ensure legal service providers are meeting their statutory requirements as well as best practive resources. Tagged: good complaints handling first tier complaints training and events How we work Complaints process lawyer information solicitor information
Scheme Rules FAQs (from April 2023) 26/03/2024 Updated guidance on our Scheme Rules. Including frequently asked questions and case studies. Tagged: Scheme Rules Scheme Rules FAQs
LeO Mythbusters article - beneficiaries 19/06/2024 This article is part of LeO News, edition 24. Tagged: Newsletter Guidance
Guided negotiation 26/03/2024 A delay resulted in a financial loss but the firm were willing to put things right...
Reasonable offer made 26/03/2024 In Mr D's case, the firm made a reasonable offer to acknowledge the service issue...
A missed deadline had a severe impact 26/03/2024 Mr E's immigration application was refused because the firm gave the wrong deadline...
Service failings caused emotional distress 26/03/2024 This firm caused unnecessary emotional distress with service failings in an immigration case...
Failure to provide reasonable adjustments 26/03/2024 Mr H had a negative experience with the firm as they did not communicate with him in the way he requested...
A cybercrime warning to firms 26/03/2024 A lack of proper procedures to safeguard against cybercrime left this firm short...
Delays outside of a firm's control 26/03/2024 This firm should have been more proactive in resolving an issue...
Agreeing on a remedy 26/03/2024 Our front end team helped this firm and customer agree on a suitable remedy to put things right...
Providing a service 26/03/2024 The firm challenged our jurisdiction and failed to respond to the complaint as they were acting for the mortgage lender and not Mr Z…
A jurisdiction challenge 26/03/2024 This firm challenged the Legal Ombudsman's involvement in this complaint as they felt they hadn't provided a legal service to the complainant...
