Find out more about Legal Ombudsman scheme rules changes
01 March 2023
Changes to the Legal Ombudsman’s (LeO’s) scheme rules come into effect on 1 April.
These could affect you and the way you work, especially in relation to the quality of service you provide to clients.
LeO has therefore produced a range of resources to outline how this might impact on you and your business.
Guidance on the changes: this document outlines the key changes to the rules and includes suggested wording for use in client care letters - both before and after the changes have gone live.
Scheme Rules FAQs: this is an updated version of the existing scheme rules FAQs, but includes information relating to the application of the amended rules. This is for complaints received on or after 1 April 2023, and also includes some case studies to illustrate the guidance provided.
Scheme Rules: this page includes both the current rules and the amended scheme rules which applies to complaints received from 1 April 2023.
Alongside this work, LeO has also developed a one-page consumer leaflet outlining how and when it can help. This is to make sure consumers contact it at the right time – after a service provider has had a chance to address their complaint.
It has also set up a dedicated email address for enquiries relating to the new Scheme Rules: Anyone that has any queries regarding the changes or if they would like to talk to one an Ombudsman about the application of the new rules they can email SRenquiries@legalombudsman.org.uk.