For legal-service providers
Handle first-tier complaints properly, keep records and cooperate with the Ombudsman scheme.
Legal-service providers should maintain a clear internal complaint process, tell consumers how to use it, keep the records needed to understand the service and complaint, respond reasonably and signpost the Legal Ombudsman where the current scheme requires it.
When the Ombudsman accepts a complaint, providers should preserve relevant evidence, respond within the case timetable and explain any factual or legal disagreement clearly.
The Office for Legal Complaints governs the scheme and provider standards; the Legal Ombudsman applies the scheme to individual complaints.