Legal Services Consumer Panel
If you are unhappy with the service provided by your lawyer, you must first try to resolve the problem with the lawyer or firm concerned. If this is not successful, the Legal Ombudsman handles complaints about poor service provided by lawyers.
The Panel has carried out the first independent benchmarking report into the complaints handling performance of the Legal Ombudsman. We measured performance in four areas: caseload, timeliness, quality and cost. You can access the report below.
The Legal Ombudsman and the Legal Services Consumer Panel also jointly commissioned a report by YouGov into consumer experiences of the legal services market. This explores challenges and barriers faced by consumers during the complaints process in two ways by:
Investigating consumer experiences of 'first-tier' complaints to lawyers, and
Exploring key drivers for premature complaints to the Legal Ombudsman.
One of our priorities is the issue of complaints that are excluded when the person affected by the lawyer’s actions is not the client. These are known as third party complaints and our report on this can be found below.The Panel was recently invited to visit the Legal Ombudsman's offices to examine cases which they were unable to accept and in September 2013 we published a selection of these case studies. The Legal Ombudsman has agreed to set up a steering group to look at this further.
The Legal Ombudsman now publishes the names of lawyers in cases involving formal ombudsman decisions. This is something we have been asking them to do for a long time. Our consultation responses on this issue, and independent research which we commissioned jointly with the Legal Ombudsman, can be found below.