Legal complaints handling—regulatory bodies
Legal complaints handling—regulatory bodies

The following Practice Compliance guidance note provides comprehensive and up to date legal information covering:

  • Legal complaints handling—regulatory bodies
  • Legal Services Board
  • Office for Legal Complaints
  • Legal Ombudsman
  • SRA
  • Legal Services Consumer Panel

This Practice Note sets out details of the various bodies that have responsibilities for and interests in legal complaints handling, including the Legal Services Board (LSB), Office for Legal Complaints (OLC), Legal Ombudsman (LeO), SRA and Legal Services Consumer Panel (LSCP). The main focus is on LeO, which deals with complaints about legal service providers.

Legal Services Board

The LSB is an organisation established under Legal Services Act 2007 (LSA 2007) as the single independent oversight regulator of the legal profession. It is responsible for ensuring the highest standards of competence conduct and service in the legal profession. The LSB has set requirements that the SRA must satisfy in relation to the complaints procedure of authorised persons. It is also responsible for appointing the board of the OLC, which administers the LeO scheme.

The LSB does not handle complaints about lawyers and cannot intervene in any complaint or dispute.

For more information on the LSB, see Practice Note: Legal Services Board.

Office for Legal Complaints

The OLC is an independent public body sponsored by the Ministry of Justice. It is responsible for setting up and administering the LeO scheme, including approving the scheme rules.

It does not handle complaints about lawyers and cannot intervene in any complaint or dispute.

Legal Ombudsman

LeO deals with complaints about legal services providers.