Legal Ombudsman

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

Legal Ombudsman: Finances finally in order but now performance needs to improve

Kathryn Stone LeO 3

The Legal Ombudsman has to improve its performance, the chief ombudsman admitted yesterday as its annual report showed that it lagged badly on the speed with which it dealt with complaints. However, user satisfaction with the service – the proxy used for quality – was well above target, although it fell significantly on the year before.

October 20th, 2017

Chief Legal Ombudsman to follow organisation’s chief executive out of the door

Kathryn Stone LeO 3

The Chief Legal Ombudsman is to leave her post, it has been announced – just days after the government praised the work she has done to revive the standing of her organisation and a few weeks after the service’s chief executive said he was leaving too.

July 24th, 2017

Government rules out complete separation of regulators from representative bodies

Ministry of Justice sign

The government indicated today that it will not go ahead with plans to completely separate legal regulators from their linked professional bodies, such as the Solicitors Regulation Authority and Law Society. It came in a review of the Legal Services Board and Office for Legal Complaints that found both “generally operating efficiently and effectively”.

July 19th, 2017

Legal market “at standstill” as clients fail to shop around – but they are happy with lawyers they pick

Jane Martin

The legal services market is “at a standstill”, with consumers still relying “too heavily on reputation” and reluctant to shop around, the Legal Services Consumer Panel has said. At the same time, however, their satisfaction with the advice they received was high.

July 18th, 2017

Barrister with history of failing to co-operate with BSB and LeO suspended for two years


A commercial barrister has been suspended from practice for failing to comply with an order of the Legal Ombudsman and requests from his own regulator, only two years after a series of similar findings as well as a suspension for handling client money when he should not have done.

May 8th, 2017

LeO keen on bringing unregulated providers within its remit

Wanda Goldwag

The Legal Ombudsman has pledged to avoid pursuing an “expansionist” strategy when considering expanding its jurisdiction, but nevertheless welcomed the Competition and Markets Authority’s suggestion that it could handle complaints against unregulated legal providers.

April 21st, 2017

Cost of Legal Ombudsman to rise for first time as unpaid case fees cause problems

Steve Green

The Legal Ombudsman’s budget is set to rise for the first time since its creation – by £1m – with claims management companies not paying the case fees they have been charged the key cause and more expected to follow as they continue to go out of business.

April 12th, 2017

Incoming complaints boss to sell stakes in leading ABSs

Wanda Goldwag

The incoming chair of the Office for Legal Complaints – the body that oversees the Legal Ombudsman – is to sell her investments in two leading alternative business structures, it has been confirmed. The fact Wanda Goldwag had them only came into the public domain last Friday.

March 30th, 2017