The Legal Ombudsman (LeO) has published its new Model Complaints Resolution Procedure (MCRP), together with a suite of practical guidance, templates and resources designed to help legal service providers manage complaints more effectively and improve outcomes for consumers.
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The voluntary, evidence-based framework has been developed using the Legal Ombudsman’s complaint-handling insights, informed by international best practice and shaped through extensive engagement with the legal sector. It is designed to help firms resolve complaints earlier, more consistently and with greater confidence, while complementing existing regulatory requirements. Firms can choose to adopt the model in full or incorporate elements of it into their existing complaints procedures.
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The procedure was tested during a three-month pilot involving law firms and chambers of varying sizes and practice areas. The results demonstrated the potential benefits of adopting an early resolution approach:

• 57% of complaints were resolved at the Early Resolution stage.
• Complaints resolved early were closed in an average of seven days, compared with 21 days for those requiring a full investigation.
• Of the complaints escalated to the Legal Ombudsman during the pilot, 92% were considered suitable for early resolution and 77% have already been resolved.

Alongside the Model Complaints Resolution Procedure itself, the Legal Ombudsman has published a range of practical resources to support firms, including guidance on

• Supporting vulnerable consumers
• Managing complex complaints
• Responding to unreasonable behaviour
• Learning from complaints to improve client service

The Legal Ombudsman hopes the resources will assist firms of all sizes and areas of practice in strengthening their complaints handling processes and delivering a better experience for clients.
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Surrey Law Society encourages members to review the new materials and consider whether elements of the Model Complaints Resolution Procedure could help enhance their existing complaints procedures.
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The full Model Complaints Resolution Procedure and supporting resources are available via the Legal Ombudsman website