Legal Ombudsman

Legal Ombudsman: independent mediation in legal complaints

The Legal Ombudsman is a body that investigates complaints arising between consumers and the legal service providers who have served them. Its presentation emphasises that complaining is not easy and that its role is to make the process clear and fair. The organisation addresses both those who engage legal services and the law firms and professionals in the sector themselves.

Two lines of action: consumers and providers

The website organises its content into two main sections. The first, aimed at consumers, explains the complaints process, the use of a legal service provider and how to bring a complaint to the organisation itself. It includes specific materials on personal injury complaints and a guide with tips for those engaging a divorce lawyer. It also details what types of complaints it can handle, what other organisations may be useful and what commitments the organisation makes to the user.

The second section is aimed at legal service providers and brings together learning resources, training and events, as well as guidance on preventing complaints. Among the materials are analyses on handling complaints, responding to challenging situations, cybercrime and cost management, as well as studies on complaints related to stamp duty, residential conveyancing, divorce, no win no fee agreements and wills and probate.

Procedure and resolution guides

The organisation publishes the model complaints resolution procedure and guides on its own process, the rules of the applicable scheme and the criteria for determining complaints and for putting things right. It also offers specific guidance on complaints alleging negligence and on complaints brought by accountants, as well as a technical advice desk.

Data, research and transparency

The organisation maintains a data centre with complaints statistics by financial year, including 2023/24 and 2024/25 and the quarters of 2025/26, as well as data on ombudsman decisions. It also publishes case studies, public interest decisions and a news section. In the corporate area it publishes reports and plans, consultations on strategy and budget, scheme rules and corporate policies, along with information on governance, remuneration and transparency.

Structure and corporate publications

The organisation presents itself through its executive team, its board and the ombudsman team, and details its governance model, including the schedule of matters reserved to the Office for Legal Complaints. It also publishes its strategy and business plan, the 2026-27 plan and budget and the annual report and accounts for 2024-25.