Legal Ombudsman

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

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