Legal Ombudsman’s focus must be on its core statutory function
16 Dec 2025
1 minute read
News
The Law Society of England and Wales rejected the Legal Ombudsman’s (LeO) 12.1% recommended budget increase. LeO must focus on its core statutory function and significantly reduce its backlog of cases before undertaking additional activities.
In response to the Office for Legal Complaints (OLC) draft business plan and budget consultation 2026-2027 for LeO, the Law Society acknowledged LeO had achieved progress. However, it remained concerned that LeO still failed to:
reduce the case backlog
reduce customer journey times
address concerns of staff productivity
"LeO is currently failing to meet its own targets for reducing the case backlog, with customer journey times at unacceptable levels,” said Law Society president Mark Evans.
“It is particularly concerning that LeO is proposing to undertake additional work such as a Scheme Transformation Review while struggling to deliver its core statutory function of resolving complaints quickly.
“LeO projects its complaints backlog will be around 3,378 to 3,754 in March 2026, far above the original target of 500–1,000.”
As part of the Scheme Transformation Review, the OLC is exploring broader reform including changes to its scheme rules that were amended only two years ago. The scheme is also considering changes to the case fees despite a recent consultation that took place in August 2025 and proposed an inflation-linked and widely accepted increase from £400 to £600.
Mark Evans concluded: “We urge LeO to focus on operational efficiency, explore outsourcing and automation. They must ensure that any budget increases are justified by demonstrable improvements in performance.
“Maintaining fairness, transparency and timely resolution of complaints is essential to upholding public trust and integrity of the legal profession.”
The Law Society’s consultation response is available upon request.
Notes to editors
The Law Society is the independent professional body that works globally to support and represent solicitors, promoting the highest professional standards, the public interest and the rule of law.