Legal Ombudsman | Dealing with complaints between consumers and their service..
The Legal Ombudsman for England and Wales was set up by the Office for Legal Complaints (our Board) under the Legal Services Act 2007. We are independent and impartial. This means that when we receive complaints, we will look at the facts in each case and weigh-up both sides of the story.
We’ve launched an online self-service tool to give consumers a quicker way to discover whether their complaint can be handled immediately, or by another organisation; or is simply too early to be dealt with at this stage. Find out more in our press release or visit the assessment tool .
Our Chair, Wanda Goldwag has been interviewed as part of the Law Society City Conversations series. Hear her talking about our work with complaints, the importance of service and understanding consumers requirements and the importance of diversity throughout the profession.
LeO accepted 7,527 legal complaints in the 2017-18 financial year. This rose from 7,223 in the previous year with residential conveyancing, personal injury, family law, wills and probate and litigation the most complained about areas of law.
In the claims management company jurisdiction, there were 1,212 complaints accepted, the majority of which related to financial products and services such as mis-sold payment protection insurance.
Wanda Goldwag, Chair of the OLC Board, said: “This has been an important year where we have laid the foundations for the future of the Legal Ombudsman. I look forward to working with the Legal Ombudsman team to use these changes to improve quality, delivery and performance.”
The report highlights that 2017-18 was a year of achievements and challenge. Successful implementation of the new cloud-based IT and telephony infrastructure, streamlined business processes and a flexible staffing model will now enable steady performance improvement in 2018-19.
Read the full Annual Report and Accounts 2016-17 here.
We have now published our Gender Pay Gap report for 2017. The Legal Ombudsman’s staff count at the time of reporting was under the 250 threshold, however we have published our findings on a voluntary basis as we believe it is important to be transparent in this area.
The report highlights that on average, as at 5 April 2017, male staff were paid 10% more than female staff (which is similar to the 11% gap reported by the civil service). The main reason for this gap is that there were more men than women in senior roles at the time of the report.
Initiatives underway through our modernisation programme (as set out in our business plan which will be published in the next week) such as changes in our management structure, flexible working, participation in the Working Families initiative and a focus on career pathways will have a positive impact on the gender pay gap.