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Our job is to help resolve disputes between consumers and legal service providers. We are independent and impartial and base our assessment on the evidence provided. We aim to reach a resolution that is fair and that works for everyone involved. We help consumers to resolve complaints. We also help legal service providers to better understand such complaints, so they don’t happen again.

Every year we help resolve thousands of complaints about the legal service from consumers who are unhappy with their legal service provider.

Business Plan 2019-20

The Legal Services Act 2007 allows the Office for Legal Complaints (OLC) to publish reports of investigations or Ombudsman decisions if it considers it “appropriate to do so in any particular case”. In considering what the OLC considers to be “appropriate” for publication, it has been guided by the regulatory objectives of the Legal Services Act.

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.

Section 117 of the Legal Services Act requires the Legal Ombudsman to “have regard to such generally accepted principles of good corporate governance as it is reasonable to regard as applicable to it”. The purpose of this document is to demonstrate how the OLC is discharging this obligation under the Act.

This page shows the members of the Office for Legal Complaints, the Executive team of the Legal Ombudsman and the Ombudsman team.