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Guidance and resources which highlight best practice in customer service and the key drivers for complaints

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.

The Legal Ombudsman's guidance on managing unacceptable behaviour policy while in contact with someone using our service

The Legal Ombudsman has a strategy for ensuring that the principles of equality, diversity and inclusion (EDI) are at the heart of everything we do – both as an employer and as a public service.