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 Operating framework 26/03/2024 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. Tagged: OLC Operating framework OLC Office for Legal Complaints
OLC publishes 2021/22 Annual Report and Accounts for the Legal Ombudsman 15/05/2024 OLC publishes 2021/22 Annual report and Accounts for the Legal Ombudsman
Policy statement: Publishing our decisions 26/03/2024 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. Tagged: Publishing decisions Corporate policies Policy statement
