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Complaints handling in the ‘named and shamed’ era

Resolving a complaint internally avoids the uncertainty of an LeO reference, exposure to a fixed fee, and reputational damage, advise James Holman and Helen Littlewood

12 July 2016

The Legal Ombudsman (LeO) is publishing complaints data. The profession has lost that battle. In our changing legal market and with so many non-standard service providers, it makes sense for practitioners to approach complaint handling in a determined and proactive way. Brand is crucial and so easily damaged by simple Google searches or word of mouth on the high street.

A client with a conciliated complaint has repeat business potential. Resolving a misunderstanding internally avoids the uncertainty of a reference to LeO, exposure to
a fixed fee, and the possibility
of an appearance in the 'named and shamed' list.

The Office for Legal Complaints has the power to publish information on the ombudsman's decisions under the Legal Services Act 2007. They are published on LeO's website with the advised aim of protecting consumers and striking a balance between 'bei...

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