Understanding complaints and early resolution opportunities

The latest episode of the Today’s Conveyancer podcast welcomes Senior Ombudsman at the Legal Ombudsman (LeO) Clair Daniel to explore the current landscape of legal complaints handling, the challenges facing firms, and the strategic work underway to improve first‑tier resolution across the legal sector.

The backdrop to the discussion is the increase in the number of cases in which LeO identify poor complaints handling, up from 46% in 2023/24 to 49% in 2024/25; and efforts to stop complaints at source by equipping firms to better deal with issues before they become complaints.

Daniel says demand for LeO’s services has risen sharply, across all areas of law, with several likely drivers: rising customer expectations shaped by instantaneous digital communication, cost‑of‑living pressures increasing the inclination to complain, and sheer volume of transactions. Communication and delay remain the two most common causes of complaint—together accounting for around 47% of complaints. Often, complaints arise from mismanaged expectations, such as unclear service‑level agreements or clients misunderstanding the steps and timeframes in transactions.

There is the increasing role AI plays in complaints to consider. LeO is increasingly seeing (as are firms) consumers rely on tools such as ChatGPT or Microsoft Copilot to produce lengthy, formalised, and at times overly legalistic complaints, complete with copied‑and‑pasted case law. While understandable, this can hinder early, informal resolution. She encourages firms to avoid mirroring an escalated tone, instead refocusing on the core issue and maintaining a professional, calm approach.

Keen to dispel misconceptions about LeO Daniel reiterates the ombudsman is strictly impartial and supports firms as much as consumers, including dismissing complaints where service has clearly been reasonable. To help firms get matters right at first tier, LeO provides resources such as the technical advice desk, sector insights, and forthcoming Model Complaints Resolution Procedure, complete with templates and toolkits. A new learning platform with training and webinars is scheduled for 2026.

Listen in to hear more about LeO's attitude to setting and managing client expectations early, strategies to handle AI‑generated complaints effectively, and internal communication and processes that reduce escalation risk and improve client trust.

The Today's Conveyancer podcast can be found on your preferred podcast provider and also at www.todaysconveyancer.co.uk. Subscribe and listen in for all the latest conveyancing industry news and views.

Thank you to our podcast sponsors LEAP Legal Software, Moneypenny and Compass.