LeO announces launch of new model complaints procedure for legal sector
The Legal Ombudsman (LeO) announced the development of a Model Complaints Resolution Procedure (MCRP) designed to standardise first-tier complaint handling across legal service providers in England and Wales. This initiative responds to data indicating that 48.7% of assessed complaints in 2024–25 experienced unreasonable initial handling and highlights issues with consumers bypassing complete in-house complaint processes. Developed in collaboration with sector regulators, the MCRP will be piloted during summer 2025, followed by a full consultation in early 2026. The procedure aims to achieve early resolution through swift explanations and meaningful apologies and will be supported by comprehensive materials, including template letters, toolkits, and guidance, to enhance client trust, promote consistency, and reduce costs.