The Legal Ombudsman (LeO) has published a Call for Input on its proposed Model Complaints Resolution Procedure (MCRP), and Liverpool Law Society is seeking members’ views so that it can submit an informed response reflecting the experience of the Liverpool profession.
What is LeO proposing?
LeO is proposing the introduction of a standardised Model Complaints Resolution Procedure (MCRP) for first‑tier complaint handling by legal services providers.
The MCRP is intended to be a simple, consistent and evidence‑based framework, supported by guidance, templates and tools, focusing on:
- Early, constructive engagement with complainants;
- Faster and more proportionate resolution of complaints;
- Improved consistency and quality of first‑tier complaints handling across the sector; and
- Reducing unnecessary escalation of complaints to LeO.
The model comprises:
- A compulsory acknowledgement stage (within five working days);
- An Early Resolution stage focused on swift, informal resolution where appropriate; and
- A single Full Investigation stage culminating in one final written response where early resolution is unsuitable or unsuccessful.
The MCRP is intended to be flexible and capable of working across different firm and chambers sizes, business models, practice areas and regulatory frameworks.
The pilot and its findings
LeO tested the MCRP during a three‑month pilot involving ten service providers, including firms of different sizes and two sets of chambers, regulated by multiple regulators and operating across several core areas of law.
Key pilot findings included:
- Over two‑thirds of complaints were assessed as suitable for early resolution.
- 57% of all complaints were fully resolved at the Early Resolution stage.
- The average time to resolve complaints at Early Resolution was 7 days, compared with 21 days where a Full Investigation was required.
- Only 19 out of 631 complaints handled during the pilot were escalated to LeO.
- Of those escalated, 92% were suitable for LeO’s own early resolution, with 77% already resolved.
- Pilot participants reported clearer structure, reduced administrative burden and improved client communication.
LeO concluded that no significant issues were identified with the MCRP, that it worked across a wide range of providers, and that several pilot participants chose to retain all or part of the model following the pilot.
How to provide your views to LLS
LLS is collating member feedback via a short Microsoft Form, which:
- Reproduces all 11 consultation questions;
- Allows open‑text responses; and
- Optionally collects high‑level information about the respondent (anonymously, if desired).
Consultation paper: Please see the following LeO Call for Input here.
Submit your feedback to LLS via this form: LLS response – Legal Ombudsman Model Complaints Resolution Procedure (MCRP) – Fill in form
The Legal Ombudsman’s consultation closes at midday on 19 May 2026. We would be grateful if you could submit your responses as soon as possible so that they may be considered as part of our consolidated response.
If you have any questions, please contact me at josh.bates@freeths.co.uk
Josh Bates
Chair of Regulatory Committee
Liverpool Law Society