Regulator pushes urgent reform as complaint handling failures persist
The Legal Ombudsman (LeO) has launched a call for input on a new model complaints procedure, highlighting ongoing concerns about the standard of complaint handling across the legal sector.
The initiative, announced on 24 March 2026, marks a key stage in the development of a Model Complaints Resolution Procedure (MCRP), designed to improve consistency and quality in how legal service providers manage complaints.
LeO stated that effective complaint handling is essential to maintaining trust and confidence in legal services. However, it identified persistent issues in first-tier complaint processes. Data from 2024/25 shows that 49% of complaints resolved through investigation involved findings of poor complaint handling.
The regulator noted that concerns are often not addressed clearly or at an early stage, allowing relatively minor issues to escalate unnecessarily. This can increase pressure on both consumers and providers, particularly in a context of rising complaint volumes and growing expectations from service users.
The proposed MCRP aims to provide a structured framework supported by guidance and templates. It is intended to encourage early engagement, proportionate responses, and clearer communication, while remaining flexible enough to apply across different types of legal services and business models.
The model has been developed with input from regulators across the sector and aligns with wider efforts to improve complaint handling standards, including requirements set by the Legal Services Board in 2025. It has also been tested through a three-month pilot involving a sample of legal service providers.
According to LeO, the pilot demonstrated that structured and early resolution can lead to faster outcomes, reduce escalation, and improve experiences for both consumers and providers.
Phil Cain, Chief Ombudsman at LeO, said the model draws on both international best practice and the organisation’s experience of resolving complaints. He stated that early resolution plays a key role in reducing escalation and enabling learning from complaints within the sector.
The call for input represents the final stage before the procedure is finalised. LeO is seeking feedback from both service providers and consumers, particularly on how the model can be implemented effectively and what additional support may be required.
Responses will inform the final version of the MCRP and its accompanying guidance, which is expected to be published in summer 2026. The consultation remains open until midday on 19 May 2026.
The development forms part of a broader strategy to improve complaint handling standards, reduce future disputes, and support better outcomes across legal services.