Legal Ombudsman

Contact Details

Legal Ombudsman PO Box 6167 Slough SL1 0EH

0300 555 0333

The Legal Ombudsman scheme (LeO) was established by the Office for Legal Complaints under the terms of the Legal Services Act 2007.

LeO has two core roles. It resolves complaints from consumers about legal services they’ve received and does so as quickly and informally as possible. LeO covers all regulated legal services provided in England and Wales.

The second vital part of LeO’s work is sharing learning and insight from the complaints it sees. This promotes better complaint handling, prevents future complaints and helps drive higher standards in legal services.

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The Legal Ombudsman’s Model Complaints Resolution Procedure

The Model Complaints Resolution Procedure (MCRP) is a framework designed to help legal service providers resolve complaints in a way that is clear, fair and focused on achieving an outcome as early as possible.

Drawing on insight from Legal Ombudsman complaints, engagement with legal service providers and regulators, and best practice from within and beyond the legal sector, it supports organisations to build trust, resolve concerns before they escalate and improve consistency.

The procedure promotes a resolution-focused approach, recognising that many complaints can be settled through early engagement and constructive dialogue, while providing a clear route for investigation where required.

Find out more about the MCRP