How the Legal Ombudsman resolves complaints

A staged process from jurisdiction checks through early resolution, investigation and, where needed, an Ombudsman decision.

First, the service validates jurisdiction and checks whether the provider has had the appropriate first opportunity to resolve the complaint. A premature or outside-scope complaint can be closed or redirected without an investigation finding.

Where a complaint can be resolved fairly at an early stage, the Ombudsman service may help the parties reach an agreed outcome. Otherwise the case can proceed to investigation, evidence review and a reasoned case outcome.

Where the applicable scheme requires or permits a final Ombudsman decision, the Ombudsman decides the complaint on the evidence and scheme rules. Any remedy must stay within the powers actually conferred by the United Hampshire scheme.