The Legal Ombudsman has reported a sharp rise in complaints during the first half of 2026/27, while increasing its case resolution output and preparing changes to how its service operates and reports its workload.
What does the half-year update show?
In its half-year update, published on 30 October 2026, the Legal Ombudsman and the Office for Legal Complaints (OLC) said demand for the service continued to rise sharply during the first six months of the financial year.
LeO received more than 8,700 complaints over the period. Demand in the first quarter was 31% higher than in the equivalent period last year, increasing to 43% higher in the second quarter.
The update also records an increase in the number of complaints resolved. LeO said it had changed how work moves through the service and was laying the foundations for more fundamental reform to manage demand and improve the experience of consumers and legal service providers.
How many complaints were resolved?
LeO reported resolving 2,327 complaints in the first quarter and 2,551 in the second quarter of 2026/27. These represented year-on-year increases of 15% and 26% respectively.
- Complaints received8,700+First six months of 2026/27
- Resolved in Q12,32715% higher year-on-year
- Resolved in Q22,55126% higher year-on-year
- Q1 demand increase31%Compared with previous year
Almost two-thirds of the complaints resolved during the period were concluded through Early Resolution, without requiring an in-depth investigation. LeO said resolving complaints fairly and at the earliest appropriate stage can provide consumers with an answer sooner and avoid unnecessary time and costs.
However, the increase in resolutions has not kept pace with incoming complaints. LeO anticipates receiving nearly 18,000 new complaints during 2026/27 and more than 21,000 in 2027/28. Its current operating model has an estimated maximum annual capacity of around 15,000 to 15,500 resolutions.
Demand is growing faster than output, creating a gap that LeO says is not sustainable under its current operating model.
What are the main causes of complaints?
Poor communication and delay continued to account for a significant proportion of complaints accepted by LeO. The organisation said these issues represented around 45% of the complaint types accepted in both the first and second quarters.
LeO also reported that around one in four consumers said they had not received a final response from their legal service provider before approaching the Ombudsman.
The update highlights the importance of resolving concerns at provider level before they escalate. LeO said its Model Complaints Resolution Procedure, published in July, is intended to give legal service providers a practical framework for handling complaints more consistently and effectively.
The organisation wants to work with providers, professional bodies, regulators and consumer organisations to encourage adoption of the procedure across the legal sector. It said effective complaint handling can improve consumer experiences, help rebuild trust and prevent avoidable disputes from becoming prolonged cases.
What changes are being considered?
LeO has begun a Scheme Transformation Review to examine how its operating model should change to maintain accessible, fair and effective redress as demand increases. Deloitte is supporting the review by helping to understand the experiences of people who use the service and identify practical opportunities for change.
Separately, the OLC consulted over the summer on proposed changes to LeO’s Scheme Rules, case fees and the publication of final ombudsman decisions. The proposals are intended to encourage better first-tier complaint handling, support resolution at the earliest appropriate stage and rebalance the distribution of scheme costs.
LeO said it remains committed to progressing the proposed changes, subject to the necessary approvals. Feedback to the consultation highlighted the importance of access to justice, openness and transparency, alongside the need to support vulnerable consumers who may otherwise find it difficult to use the scheme.
The organisation said that feedback will inform the development and implementation of the proposals.
How will LeO report its caseload?
LeO is also changing the way it measures and reports its caseload. Historically, much of its external reporting focused on complaints accepted for investigation but not yet in active investigation. The organisation said this provided an important view of consumers waiting to reach that stage, but did not capture all the work moving through the service.
The new framework is intended to provide an end-to-end view. It will include open enquiries and complaints in General Enquiries and Early Resolution, cases being prepared for investigation, active investigations and cases approaching conclusion. It will also make visible work resolved before a full investigation is required.
Under the latest forecast, LeO expects to be managing around 12,260 open cases across the whole service by March 2027. Approximately 9,612 of those cases are forecast to be awaiting progression at different stages.
| Measure | Forecast / figure | What it covers |
|---|---|---|
| Total open cases | Around 12,260 | All open work across the service by March 2027 |
| Awaiting progression | Approximately 9,612 | Cases awaiting progression at different stages |
| Previous forecast | 4,939 to 6,732 | Complaints waiting for investigation at year end |
LeO stressed that the new forecast of around 12,260 open cases cannot be directly compared with the previous forecast of 4,939 to 6,732 complaints waiting for investigation. The earlier figure covered one part of the customer journey, while the new measure includes work across the service.
The organisation said the higher total does not mean its previously reported investigation queue has suddenly increased. Much of the difference reflects a more comprehensive reporting approach that brings together work already held within the service. LeO also acknowledged that demand itself has genuinely increased.
The fuller picture is expected to help identify where complaints are waiting, how they are progressing and where pressure is building. It should also give the OLC Board and stakeholders a more complete basis for assessing performance and the effect of service changes.
What happens next?
LeO and the OLC said they plan to consult on a new joint strategy for 2027 to 2030, alongside a 2027/28 Business Plan and Budget. The proposals are intended to set out how the organisations will respond to rising demand, improve the experience of consumers and legal service providers, and use complaint insights to improve legal services more widely.
The update describes the Ombudsman’s public role as twofold: resolving individual complaints independently, impartially and fairly, while using the information gathered through those complaints to help prevent problems across the sector.
LeO said delivering that work will require continued engagement with consumers, legal service providers, professional bodies, regulators and other organisations across the legal services system.
For law firms and solicitors, the update is a reminder of the importance of clear communication, timely responses and effective internal complaint procedures. With demand expected to continue rising, early and meaningful complaint resolution may help prevent avoidable escalation to the Ombudsman.
Frequently asked questions
How many complaints did the Legal Ombudsman receive in the first half of 2026/27?
LeO reported receiving more than 8,700 complaints during the first six months of 2026/27.
How many complaints did LeO resolve during the first two quarters?
It resolved 2,327 complaints in the first quarter and 2,551 in the second quarter. These represented year-on-year increases of 15% and 26% respectively.
What are the most common complaint issues?
Poor communication and delay accounted for around 45% of the complaint types accepted by LeO in both the first and second quarters.
What is the Scheme Transformation Review?
It is a review of how LeO’s operating model needs to change to continue providing accessible, fair and effective redress as demand grows. Deloitte is supporting the work.
What does the forecast of 12,260 open cases mean?
It is LeO’s forecast for the total number of open cases across the whole service by March 2027. It includes work at different stages and is not directly comparable with the previous forecast for complaints waiting for investigation alone.