Legal Ombudsman
LeO struggles with case closures amid high staff turnover
The Legal Ombudsman is falling further behind in meeting case closure targets amid high staff turnover, it has emerged. It closed 6,206 cases in 2018-19, compared to a target of 8,000.
Give clients a cost benefit analysis of their cases, LeO says
Lawyers must provide their clients with a cost benefit analysis so they can understand the choices available to them, the Legal Ombudsman has said, also warning lawyers to be “crystal clear” over charges.
Developers pledge proper legal advice for leaseholders
More than 40 leading property developers and freeholders – but no lawyers as yet – have signed a government-backed pledge that highlights the duty of conveyancers to act in the best interests of clients.
Firm told to compensate transgender client for using birth name
A law firm that addressed a transgender woman by her birth name has been ordered to pay compensation by the Legal Ombudsman.
Some conveyancers “too close to developer clients”, MPs warn
Some conveyancing solicitors have become “too close to developers” and do not put their clients’ interests first, MPs claimed today. They suggested solicitors should part-fund compensation for mis-sold leases.
Law Society calls on LeO to focus on rulebook changes
The Law Society has called on the Legal Ombudsman to make “concrete, specific plans” on how it going to cope with the new SRA rulebook, which will allow solicitors to practise from unregulated firms.
Getting it right first time: LeO rolls out new complaints approach
A new operational model for handling complaints, piloted last year by the Legal Ombudsman, has boosted quality and efficiency, and helped it get “the work right first time”.
LeO to focus on improving quality – but delays remain
The Legal Ombudsman is to focus on improving the quality of its decision making as its caseload falls from 8,000 to a predicted 7,400 in 2019-20. But delays continue to dog the service.
Legal Ombudsman eyes publishing full complaints rulings
The Legal Ombudsman is to explore publishing its full decisions on complaints against lawyers, rather than just brief details as now, it has emerged.
Legal Ombudsman set finally to clear complaints backlog
The Legal Ombudsman will finally be able to look the profession in the eye again next year when it clears the backlog of complaints, its chair has said.
Blog
What high-performing consumer claims firms get right
Recurring concerns about parts of the volume claims sector show that the gap between well-run firms and those struggling to manage volume effectively is widening.
The SRA’s 2025 AML report: What law firms need to know
The SRA has released its 2024-25 anti-money laundering report and the scale of supervision is striking – it carried out 935 proactive engagements in the year to 5 April 2025.
The managing partner in 2026: skills, security and strategic technology
The legal sector stands at a pivotal moment. The pace of technological change is accelerating, cyber threats are becoming more sophisticated, and client expectations are higher than ever.
