The Legal Ombudsman (LeO) has launched a call for input on its draft Model Complaints Resolution Procedure (MCRP), a new framework aimed at improving the consistency and quality of how complaints are handled by legal service providers.
“Effective complaints handling is fundamental to trust and confidence in legal services,” the LeO said. “However, our insight from more than 15 years of resolving complaints shows persistent variation in first‑tier complaints handling, with almost half of complaints with an investigative outcome in 2024/25 involving findings of poor complaints handling.”
The MCRP sets out what the LeO says is a clear, practical approach to early and proportionate complaint resolution, supported by guidance and templates.
The LeO added: “It is designed to be flexible enough to work across different types of legal service providers and areas of law, while helping consumers better understand complaints processes and what they can expect when raising concerns.”
The procedure and guidance have been developed with input from legal services regulators and align with the Legal Services Board’s requirements on complaints handling, the LeO said.
They have also been tested through a three‑month pilot with a range of legal service providers, which indicated that early, structured resolution can lead to faster outcomes and fewer escalations.
The call for input represents the final stage in the development of the MCRP. “The focus is on understanding what additional guidance, tools or support may be needed to ensure the procedure works effectively in practice for both services providers and consumers,” the LeO explained.
Feedback received through the call for input will be used to finalise the MCRP and its supporting materials ahead of publication in the summer.
The call for input is open until midday on 19 May 2026.
Further information, including the draft model and details on how to respond, is available at https://www.legalombudsman.org.uk/who-we-are/corporate-publications/consultations/model-complaints-resolution-procedure-call-for-input/
