Legal Ombudsman has vital role in changing market

The Legal Ombudsman (LeO) has made progress with its modernisation programme and should now strengthen measures to earn the trust and confidence of the public, the Law Society of England and Wales said in response to the ombudsman’s business plan.

“LeO does not yet consistently deliver high quality decisions and its performance is variable on other key indicators,” Law Society president Christina Blacklaws said.

“It would be good to see in more detail how the Ombudsman will address the performance issues it has identified.

“We are concerned about the absence of detail in LeO’s business plan on measures to address problems that may arise from substantial changes to the Solicitors Handbook.

“Changes to the rulebook will have a profound effect on the legal services sector, which could lead to serious damage to the reputation of the profession as well as weakened redress and protection for clients.

“Concrete, specific plans to deal with the range of complexities that are likely to arise as the legal marketplace changes would benefit the public and the profession.”

Notes to editors

Read the Law Society's response to the Legal Ombudsman's draft 2019 business plan 

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