LeO welcomes LSB's framework for achieving a positive complaints culture 29/05/2024 Legal Ombudsman welcomes Legal Service Board’s framework for achieving a positive complaints culture
Complaints in focus: No win, no fee agreements 26/03/2024 Complaints in focus: No win, no fee agreements
LeO with Pride: we join the SRA at Birmingham’s Pride Parade 14/05/2024 As part of Pride Month celebrations, LeO joined the SRA at Birmingham’s Pride Parade. Tagged: Equality and Diversity Staff networks Working at LeO
Policy statement – approach to complaints where the respondent also provides non-legal services 26/03/2024 Policy statement – approach to complaints where the respondent also provides non-legal services Tagged: Policy statement Non-legal services Non-legal service providers Corporate policies
Factsheets 26/03/2024 Our factsheets are short and easy to digest, and give an overview of the relevant topic. Tagged: factsheets
Customer Service Principles 26/03/2024 This page sets out the values and the customer service principles that provide the framework for how the Legal Ombudsman resolves disputes, conducts investigations and engages with stakeholders. The core values are: open, fair, independent, effecitive. The customer service principles are: we will always be clear with you / we will be understanding and approachable / we will make good use of everyone's time / we will be impartial, thorough and base our work on facts / we will make a difference. Tagged: complaints handling resolving disputes customer service principles
OLC publishes new strategy and business plan for LeO 03/05/2024 Office for Legal Complaints publishes new strategy and business plan for the Legal Ombudsman
Best practice complaint handling guide 26/03/2024 The aim of this guide is to help you improve the overall service you provide to your customers. By sharing best practice with you, we hope you will be able to reduce the number of complaints that are escalated to the Legal Ombudsman and improve service standards across the profession. Tagged: Signposting complaint handling best practice scheme rules language responding to complaints final response remedies
Office for Legal Complaints - Rules of procedure 26/03/2024 Rules of Procedure for the OLC Tagged: Rules of procedure OLC Office for Legal Complaints Legal Ombudsman Scheme
Data centre 26/03/2024 Data about organisational performance, complaints and ombudsman decisions. Tagged: Data centre Peformance data Complaints data decision data Research and reports
Chief Ombudsman's introduction: a step change and an evolution 14/05/2024 The Office for Legal Complaints’ latest Annual Report and Accounts, published this week, highlights the step-change LeO has made in 2022/23. As we commit to staying the course in improving our service, we’re also looking ahead to the LeO of the future. Tagged: LeO News Annual Report Strategy
Research and reports 26/03/2024 Research and reports on complaints handling Tagged: alternative dispute resolution DJS Legal Services Market Language of complaints Research and reports
Complaining about closed service providers 14/05/2024 This factsheet explains how we look at complaints against service providers who are no longer open. Most of the complaints that are brought to us are about solicitors and the information here concentrates on those service providers. Tagged: Closed legal firms closed legal service providers factsheets consumer journey
How to complain to your service provider 19/07/2024 How to complain to your service provider Tagged: How to complain complaints journey complaint letter template closed firm guidance How we work consumer journey Help for prisoners
