Can I complain if I've already accepted an offer? 26/03/2024 Offer accepted from service provider Tagged: Our rules
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
Investigating your complaint 26/03/2024 In this section we will tell you more about how we investigate your complaints. Tagged: investigating complaints factsheets Resolving complaints
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
OLC Board update 26/03/2024 Elisabeth Davies, Chair of the Office for Legal Complaints (OLC), provides an update on the OLC's board meeting. Tagged: Office for Legal Complaints Board blog
Technical advice desk 26/03/2024 Advice line for technical queries from service providers Tagged: How we work Our approach Scheme Rules FAQs case studies LeO process complaint handling advice
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
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
Consultation: Business Plan and Budget 2021/22 26/03/2024 Consultation on the Office for Legal Complaints Business Plan and Budget 2021/22 Tagged: Consultation Office for Legal Complaints strategy and business plan governance
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
26 October 2020 OLC board papers and minutes 26/03/2024 OLC board papers and minutes 26 October 2020 Tagged: Office for Legal Complaints governance
Blog by Elisabeth Davies, Chair of the OLC 26/03/2024 Elisabeth Davies, Chair of the OLC, provides an update on the Legal Ombudsman's Annual Report and Accounts 2022/23 Tagged: Board blog Office for Legal Complaints Annual Report
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
29 June 2020 OLC board papers and minutes 26/03/2024 OLC board papers and minutes 29 June 2020 Tagged: Office for Legal Complaints governance