Since 1 April 2013, all complaints that the Legal Ombudsman (LeO) investigates incur a £400 fee. There will be no charge if the complaint is found to be outside the LeO's jurisdiction or is dismissed or discontinued.
If the firm makes an offer following the internal complaints investigation process, which the LeO considers reasonable, or there is a finding of no poor service following investigation by the LeO, the fee may be waived.
The LeO will not waive the fee if the complaint has not been handled properly, even if unjustified.
For more information please see the Law Society’s practice note What to do when a complaint goes to the Legal Ombudsman and the section relating to fees on the LeO's website.
Have you got a practice question? Call the Practice Advice Service on 020 7320 5675.
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Disclaimer: While every effort has been made to ensure the accuracy of the information in this article, it does not constitute legal advice and cannot be relied upon as such. The Law Society does not accept any responsibility for liabilities arising as a result of reliance upon the information given.