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Our Policy Statement 2020 sets out why we publish the final decisions made by an ombudsman.

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.

This factsheet explains how we look at complaints against service providers who are no longer open. Most of the complaints that are brought to us are about solicitors and the information here concentrates on those service providers.

The Legal Ombudsman outlines its service principles, what you can expect from us and what we expect from you.

A summary of corporate reports and plans: Annual Report, Strategy and Business Plans and other corporate areas