COMPLAINT PROCESS

The Legal Ombudsman (LeO) has launched an online assessment tool as a triage process for consumer complaints giving the public direct access to LeO to discover whether their complaint should be handled immediately, by another organisation or is too early to be dealt with. More than 3,000 people used the service in December 2018. Almost 500 found that their complaint was outside LeO's jurisdiction and were directed to the correct organisation, while a further 350 learnt that they had to give their service provider the opportunity to respond to the complaint first.