The Legal Ombudsman (LeO) has launched its Model Complaints Resolution Procedure (MCRP), a voluntary framework designed to help legal service providers resolve complaints more effectively, consistently and at an earlier stage. Developed following extensive engagement with the profession, including consultation with stakeholders such as Liverpool Law Society, the MCRP is supported by practical guidance and resources to help firms strengthen their complaints-handling processes and improve outcomes for consumers.
The MCRP is a voluntary, evidence-based framework. It can be adopted in full or in part and is intended to complement existing regulatory requirements.
The model has been developed using LeO’s complaint-handling insight, informed by international best practice and shaped through extensive engagement with the legal sector. It was also tested through a three-month pilot involving firms and chambers of different sizes and practice areas.
The results were encouraging:
- 57% of complaints were resolved at the Early Resolution stage, often through straightforward explanations, prompt action, or constructive conversations with consumers.
- Complaints resolved through Early Resolution were closed in an average of seven days, compared with 21 days for those requiring Full Investigation.
- Only 19 complaints from pilot firms were escalated to the Legal Ombudsman during the pilot period. Of these, 92% were considered suitable for LeO’s Early Resolution process and 77% have already been resolved.
Alongside the procedure itself, the LeO have developed a range of practical resources to help service providers strengthen their complaints processes, including guidance on supporting vulnerable consumers, handling complex complaints, managing unreasonable behaviour, and learning from complaints to improve services.
The full MCRP and supporting materials for service providers are available here.
Liverpool Law Society’s response to LeO Call for Input – MCRP is available to read here