The firm acted reasonably 26/03/2024 In this complaint the firm offered reasonable advice which outlined the benefits and risks...
31 March 2021 OLC board papers and minutes 26/03/2024 OLC board papers and minutes 31 March 2021 Tagged: Office for Legal Complaints governance
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…
OLC and Legal Ombudsman Annual Report published 26/03/2024 OLC and Legal Ombudsman Annual Report published Tagged: Annual Report Office for Legal Complaints
Six month time limit - complaint accepted 26/03/2024 Case study - six month time limits Tagged: Our rules Six month limit
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...
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
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
Equality, diversity and inclusion 07/08/2024 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. Tagged: equality diversity inclusion
Case fee waived 26/03/2024 In this complaint we found the firm's service and the handling of the complaint to be reasonable so the case fee was waived...
Service failings caused emotional distress 26/03/2024 This firm caused unnecessary emotional distress with service failings in an immigration case...
