Gaining Vital Insights from Client Complaints We have previously written about the regulatory focus on complaints handling, first on the Legal Ombudsman’s proposed reforms and then on the SRA’s supplementary consultation on first-tier complaints. Both articles focused on what the rules are changing and the heightened scrutiny on the way.…
Why Law Firms Should Review Their Complaints Handling Processes Now Earlier this month, we discussed the Legal Ombudsman’s proposed reforms to tackle record complaint demand, including differentiated case fees and additional charges for firms that fail to issue a final response at first tier. At the time, we said the…
Complaint Handling Reforms – Is Your Firm Ready? In June 2026, the Office for Legal Complaints (OLC), the body responsible for the Legal Ombudsman (LeO), launched a wide-ranging consultation on reforms intended to manage what it has described as unprecedented demand for the service. You can read the announcement in full…
The Law Society Gazette recently reported that, according to the Legal Ombudsman (LeO), complaints against lawyers have risen to a record high. According to the article, the service received nearly 3,500 complaints in the period from October to December last year, up by 37% on the same period in 2024.…
Even for the most diligent law firm that receives very few complaints, dealing with the occasional dissatisfied client or regulatory query is an unfortunate and often unavoidable part of providing legal services. However, how and the speed at which a firm handles these complaints is not only under scrutiny from…
Welcome to the Regulation & Compliance Office’s fortnightly roundup, where we look at all the latest stories to keep you ahead and informed in the world of law and compliance. The RACO roundup is just another way in which we keep the solicitors and other law professionals we work with in…
Welcome to the Regulation & Compliance Office’s fortnightly roundup, where we look at all the latest stories to keep you ahead and informed in the world of law and compliance. The RACO roundup is just another way in which we keep the solicitors and other law professionals we work with…