Legal Ombudsman

Consumers warned off CMC subject to multiple complaints over poor practices

Wanda Goldwag

The Office for Legal Complaints – the body that oversees the Legal Ombudsman – has exercised for only the second time its power to name “in the public interest” an organisation responsible for dozens of complaints and warned consumers not to use it.

March 14th, 2018

Consumer panel chair jumps ship to Legal Ombudsman after just a year in post

Dr Jane Martin

The Legal Services Consumer Panel is on the hunt for a new chair after the incumbent jumped ship after just a year to become a member of the Office for Legal Complaints, the body that oversees the Legal Ombudsman. Meanwhile, the Law Society has named the members of its new main board, a key part of its new governance structure.

February 13th, 2018

LeO rules out investigating complaints about unregulated providers using lawyers’ money

Competition and Markets Authority

The Legal Ombudsman has ruled out investigating complaints about unregulated legal services, or collecting data about them, without a new source of funding. The service said it would be “inappropriate” to use money raised by a levy on the profession for this purpose.

February 7th, 2018

Ombudsman faces shortfall after unexpected rise in complaints

Wanda Goldwag

Solicitors have demanded to know how the Legal Ombudsman intends to reduce the cost of its work to an all-time low at the same time that it is seeking extra funds to deal with an unexpected rise in complaints. Meanwhile, the Bar has urged LeO to investigate the reason behind a drop in the confidence lawyers have in the service.

January 19th, 2018

Ombudsman urges “prescriptive template” for all lawyers in price publication push

Kathryn Stone LeO 3

The process of publishing up-front price information should be achieved through “prescriptive templates” across the legal profession, the Legal Ombudsman has suggested. It said publication needed to be more than simply displaying likely prices, stressing the importance of lawyers providing context to their quotes.

December 21st, 2017

MoJ formally rules out review of legal regulation and complete independence for regulators

Lord Keen

The current framework of legal regulation is “inconsistent”, the Ministry of Justice accepted today, but said it could not commit to the formal review sought by the Competition and Markets Authority and others. It also said it would not take forward the plan to completely separate legal regulators from representative bodies.

December 19th, 2017

Law firms failing to tell clients who complain that they can go to LeO

Simon Tunnicliffe LeO

Only a third of law firms are telling clients who make a complaint that they can refer it to the Legal Ombudsman if they are not satisfied with the outcome, research by the Solicitors Regulation Authority has found. The report also revealed limited support among firms for the compulsory publication of first-tier complaints data.

December 14th, 2017

Exclusive: Paralegal bodies split by “irreconcilable differences” as regulator pushes for expansion

PPR event

One of the two paralegal bodies which developed the Professional Paralegal Register (PPR) to act as a voluntary regulator for the sector, has decided to pull out after only two years, it has emerged. The National Association of Licensed Paralegals withdrew this summer, citing “irreconcilable differences” over the values and purpose of the PPR.

December 8th, 2017

Next Chief Legal Ombudsman unveiled

Rebecca Marsh

The Legal Ombudsman has appointed Rebecca Marsh as its new Chief Ombudsman. Ms Marsh is currently the executive director of operations and investigations, as well as deputy ombudsman, at the Parliamentary and Health Service Ombudsman.

November 9th, 2017

Lawyers aim to “intimidate” clients who complain, says report

Keyboard with Complaint Button.

Some clients worry about being “bamboozled by legal jargon” if they complain to their lawyers, a fear that can be borne out by responses that are “seeming calculated to ‘overwhelm’ or ‘intimidate’ the customer”, according to new research.

November 6th, 2017