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Ombudsman faces shortfall after unexpected rise in complaints

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 | No Comments »

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

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 | 1 Comment »

LeO keen on bringing unregulated providers within its remit

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 | No Comments »

Would-be complaints chief says process needs “root and branch review”

There needs to be a “root and branch” review of the complaints process run by the Legal Ombudsman, with the speed with which complaints are resolved a particular concern, according to the prospective chair of the organisation’s governing body.

March 22nd, 2017 | No Comments »

LeO investigations of CMCs climbs towards 5,000 as it is warned about impact of PI reforms

The Legal Ombudsman has investigated almost 5,000 complaints about claims management companies in the two years since its jurisdiction was expanded to cover them. But it has been warned to expect a major influx of more complaints if the government’s personal injury reforms come to pass.

January 30th, 2017 | No Comments »

Fairness of BSB’s complaints process comes under fire

Two barristers from the same chambers have between them accounted for more than one in ten of the four hundred plus new complaints made against their branch of the profession in 2015/16. The revelation came amid a crisis of public confidence in the fairness of the BSB’s complaints process.

August 10th, 2016 | No Comments »

LeO to spend less on complaints about law firms and more on CMCs

The Legal Ombudsman has set out plans for further cuts in the amount it spends on complaints about law firms, but more on claims management companies. LeO also warned that the Ministry of Justice was imposing “increasingly restrictive spending controls”.

January 15th, 2016 | No Comments »

Consumer panel targets "sub-standard" legal advice

There is evidence that the quality of legal advice is “too often sub-standard”, meaning the safety net for consumers needs to be enhanced, the Legal Services Consumer Panel said today as it launched its work programme for the next year.

April 16th, 2012 | 1 Comment »

Consumers back barristers providing litigation and the BSB regulating all advocates

Barristers going into competition with solicitors to offer litigation services could reduce costs and make services “more efficient for consumers through packaged delivery”, the voice of legal consumers has said. The Legal Services Consumer Panel also backed the Bar Standards Board as the sole regulator of advocacy services.

January 6th, 2011 | No Comments »

Solicitor pays out for poor costs information in first ever ombudsman decision

The Legal Ombudsman service has issued its first formal decision, it has emerged. The first case to go all the way through to a final decision by an ombudsman concerned a complaint over delay and whether the costs were explained clearly.

December 24th, 2010 | 1 Comment »