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Are you a legal provider trying to resolve a complaint? Our case studies highlight examples of our approach to investigating different issues, and the outcomes we reached and why. You can read them at: bit.ly/3MRT86u

If you're a legal provider handling complaints, our free technical advice desk can help you. Got questions about how to resolve a complaint fairly, or prevent it arising, why not get in touch? We can also answer questions about LeO’s role and approach: bit.ly/43x3i3m

We’re inviting views on our draft Model Complaints Resolution Procedure (MCRP) and would love your input 👇 Developed using our insight into complaint handling and tested through a three‑month pilot, the MCRP sets out a clear, practical approach to resolving complaints earlier, fairly and proportionately, while remaining flexible across different providers and areas of law. To support our call for input, we’re also hosting a series of webinars exploring how the model was developed, what the pilot showed, and how it can support confident and effective complaints handling in practice. 👉 Take part in the Call for Input: lnkd.in/ePy44Bmu 🗓️ Open until midday on 19 May 2026 🔗 Find out more about the webinars and sign up: ow.ly/8a6q50YGGom

Do you want to learn more about our draft Model Complaints Resolution Procedure? As part of our call for input, we are seeking views on the draft model and guidance, which sets out a clear, practical approach to resolving complaints earlier, fairly, and proportionately. The model has been developed and piloted with firms, and we are now exploring what more is needed to support its confident and effective adoption in practice. To support this, we are hosting a series of webinars that provide more insight into how the model was developed, its practical benefits, and how it can support good complaints handling across the sector. You can find out more about the webinars and sign up here: ow.ly/JIBM50YGGol

💡Spotlight on Residential Conveyancing: Supporting the people who make moving home possible 🏠 Conveyancers play a crucial role in guiding people through one of life’s biggest milestones – buying or selling a home. Conveyancing can often be seen as an obstacle in property transactions. In reality, it actually prevents buyers and sellers from future issues. Residential Conveyancing accounts for a significant – and growing – proportion of complaints at LeO, representing 36% of accepted cases in Q3 2025/26, up from 30% of accepted cases in 2024/25. LeO recognises that with over one million transactions completed across England and Wales during 2024/25, it is evident that most transactions do not lead to a complaint escalated to the ombudsman. Where issues do arise, they often stem from communication breakdowns or delays, which can be prevented with simple proactive steps. This Spotlight article and accompanying case studies provide guidance and support to service providers, highlighting how to: ✔️Set expectations and timescales clearly from the outset ✔️Keep clients updated regularly – and what to do when there’s no news ✔️Explain delays and next steps openly ✔️Clarify what happens at completion and registration ✔️Resolve complaints early to prevent escalation With clear, timely communication, conveyancers can ensure even better outcomes and help reduce complaints further – continuing to make a real difference for home buyers and sellers. 💡Spotlight on residential conveyancing: legalombudsman.org.uk/for-le… Media release: legalombudsman.org.uk/inform… 🔎Case studies: ow.ly/1F8u50YB4OR legalombudsman.org.uk/inform… legalombudsman.org.uk/inform…

The Legal Ombudsman (LeO) has today published its quarterly data for Quarter 3 (Q3) 2025/26, covering the period from 1 October to 31 December 2025. The latest figures show a sustained and accelerating increase in the demand for LeO’s service and clear, recurring themes in the concerns being raised by consumers about their legal service providers. In Q3, LeO received 3,496 new complaints, marking a 37% increase compared to the same quarter in 2024/25. This is in line with the broader pattern seen during the current financial year, with the level of demand for LeO’s service 29.8% higher across the first three quarters of 2025/26 than the comparable period in 2024/25. LeO now expects to receive more than 14,000 complaints this financial year – more than double the volume it received in 2019/20. The Q3 data shows that many consumers continue to experience issues related to:  - Communication challenges - Delays and failure to progress matters - The quality and transparency of costs information  Quarter three 2025/26 full report ow.ly/EmEt50YcH19 News release legalombudsman.org.uk/inform…

If you're a legal provider handling complaints, our free technical advice desk can help you. Got questions about how to resolve a complaint fairly, or prevent it arising, why not get in touch? We can also answer questions about LeO’s role and approach: bit.ly/43x3i3m

Have you seen our new early resolution factsheet and process flow chart for service providers? Earlier this week, we released the fifth edition in our Spotlight series focusing on early resolution and how this works in practice at LeO. Early resolution at LeO: ⌛In 2024/25 cases resolved by early resolution took an average of 53 days ✔️LeO is resolving almost half of complaints through early resolution (49% in 2024/25) 🚫There is no case fee for complaints resolved by early resolution If your a service provider seeking to understand how you can improve the chances of a complaint being resolved by our early resolution team or just want to know a little bit more about our early resolution process at LeO, then these tools are for you. You can download them here: ow.ly/U1gw50Y0vvV

💡New Spotlight on: Early resolution and why final responses matter. Responding to complaints appropriately isn’t just good practice - it’s a regulatory requirement. Issuing a final response to clients is a key step in handling complaints effectively and is important if a matter later comes to LeO. This requirement is reinforced by the Legal Services Board’s (LSB) new rules and guidance on complaint handling, which emphasise clear, timely communication and the requirement to signposting to LeO. Despite regulatory requirements, many complaints reach us without a final response – 28% of people coming to LeO say they did not receive a final response from their service provider. This makes early, fair outcomes much harder to achieve, and drives unnecessary demand to LeO. 🔎 The Spotlight article and accompanying factsheet for service providers explores how Early Resolution at LeO is working in practice - with 49% of escalated complaints resolved by our Early Resolution team. Cases resolved by early resolution do not incur a case fee. This Spotlight supports service providers to: •Understand how our early resolution process works and increase the chances of a complaint being accepted by our early resolution team. •Give clear, timely final responses. •Address all complaint issues with clarity. •Use our remedies guidance to make reasonable offers. Clear, timely responses = earlier resolutions and fewer escalations. Spotlight article and factsheet: legalombudsman.org.uk/for-le… News: legalombudsman.org.uk/inform…

Have you read our case studies that illustrate how we determine appropriate remedies through real-life examples? Today LeO has released three new case studies: •Good complaints handling resulting in complaint dismissal, and no case fee incurred. legalombudsman.org.uk/inform… •Failing to issue a final bill and poor complaints handling without a reasonable offer made. legalombudsman.org.uk/inform… •Good complaints handling, professional judgement, and no case fee incurred. legalombudsman.org.uk/inform…

The Legal Ombudsman’s draft 2026/27 Business Plan and Budget is now open for consultation, launched against a backdrop of record complaint volumes. Your views matter. Find out more: legalombudsman.org.uk/inform…

If you're a legal provider handling complaints, our free technical advice desk can help you. Got questions about how to resolve a complaint fairly, or prevent it arising, why not get in touch? We can also answer questions about LeO’s role and approach: bit.ly/43x3i3m

Have you read our case studies that illustrate how we determine appropriate remedies through real-life examples? Follow the link in the comments below