Public awareness of the Legal Ombudsman is continuing to fall, while the number of dissatisfied clients who do not bother to complain is increasing, a survey has found.
Claims management companies will have to pay a separate ‘Lord Chancellor’s complaints fee’ of up to £40,000 on top of their annual regulation fee with the shift in complaints handling from the Ministry of Justice to the Legal Ombudsman.
The Legal Ombudsman (LeO) has suggested that conveyancers, rather than clients, should answer to HMRC when stamp duty payments fail to arrive.
The Legal Ombudsman’s plan to widen its jurisdiction will cause a “muddle”, the Institute of Professional Willwriters has warned, revealing that other ADR providers had indicated an intention to move into the sector themselves.
The Legal Ombudsman has won approval for changes to its rules that bring them more in line with the Financial Ombudsman Service and so equip it better to deal with alternative business structures like Co-operative Legal Services.
Thousands of law firms are set to contribute £1.4m to the Legal Ombudsman after the government confirmed that they will no longer be eligible for two ‘free’ complaints every year. Meanwhile, LeO has not ruled out entertaining complaints by third parties, such as against the opposing party’s lawyer.
The Legal Ombudsman will not allow third parties to bring complaints against lawyers for the time being, Legal Futures has learned. However, it will in future accept complaints from prospective clients, while the limit for compensation will rise from £30,000 to £50,000
Regulators need to take urgent action to improve the way lawyers handle complaints after a “hard-hitting” new report highlighted multiple failings. However, although clients are often scared to complain, a positive experience when they do can actually make them likely to recommend the provider.
There is a “small but material rate of non-compliance” by solicitors with their complaints-handling requirements – and some bad attitudes towards complaints – confidential research by the Solictors Regulation Authority has found.
The Legal Ombudsman is going too far in proposing to allow prospective clients and third parties to complain about lawyers, the Law Society has claimed. Chancery Lane found support from the Council for Licensed Conveyancers.