In an increasingly connected world, the speed at which reputational issues can escalate online means that how complaints are handled has never mattered more.
.

The Legal Ombudsman (LeO) has launched a call for input on its proposed Model Complaints Resolution Procedure (MCRP), a new, standardised framework designed to improve how legal service providers manage complaints.
.

This consultation represents a potentially important development for the profession, with the MCRP intended to bring greater consistency, clarity and efficiency to complaints handling across firms of all sizes and practice areas.
.

What is being proposed?

The MCRP introduces a structured but flexible approach to complaints handling, including:
.

• A requirement to acknowledge complaints within five working days
• A strong emphasis on early resolution, supported by direct, constructive engagement with clients
• A streamlined process for full investigation, resulting in a single, clear written response
• An overall timeframe aligned with existing requirements (typically within eight weeks)
• A suite of guidance, templates and tools to support implementation
.

The model has been developed using LeO’s insight into the causes of complaint escalation and is intended to support quicker, more proportionate outcomes.
.

What did the pilot show?

The MCRP has already been tested across a range of firms and practice areas. During the pilot:
.

• 57% of complaints were resolved at the early stage, often through simple explanation or prompt action
• Early resolution cases were concluded in an average of 7 days, compared to 21 days for full investigations
• Only a small number of complaints escalated further, suggesting improved outcomes at first tier
.

The model is intended to be adaptable across different firm sizes and areas of law, but LeO is now seeking wider input to ensure it works effectively in practice across the sector.
.

Why this matters

The consultation reflects growing concern around:
.

• Increasing complaint volumes
• Inconsistency in first-tier complaints handling
• A high proportion of complaints escalating unnecessarily
.

If adopted more widely, the MCRP could shape expectations around how firms structure and document their complaints processes, engage with clients at an early stage, and demonstrate effective resolution and learning.
.

This is therefore an important opportunity to help ensure the model is practical, proportionate and workable for firms in Surrey and beyond.
.

Have your say

Surrey Law Society will be submitting a response to this consultation, informed by member feedback. We would be very grateful if you could share your views via our short survey:
.

https://forms.office.com/e/1sfku7UcKe
.

Please respond by Wednesday 13 May 2026 to allow us to reflect member views in our submission.
.

The Legal Ombudsman consultation itself is open until 19 May 2026.
.

You can view the full consultation document here:

https://www.legalombudsman.org.uk/who-we-are/corporate-publications/consultations/model-complaints-resolution-procedure-call-for-input/

.

Further engagement

The Legal Ombudsman is hosting a series of webinars to provide further insight and an opportunity to ask questions:
.

Tuesday 28 April 2026 – small and medium service providers
Tuesday 5 May 2026 – large/volume service providers
Thursday 7 May 2026 – open session
.

To register, please email consultations@legalombudsman.org.uk, confirming your name and which session you would like to attend.
.