Changes to the Legal Ombudsman's complaints procedure

The Legal Ombudsman is changing its timescales for considering complaints.

I've updated our complaints policy, which I hope you will never need.

The new rules apply from 1st April 2023.

The key change is this:

  • Until April 1 2023, you must refer your complaint to the Legal Ombudsman within either six years of the problem happening or within three years from when you should reasonably have known there was cause for complaint.
  • From April 1 2023, you must refer your complaint to the Legal Ombudsman within one year of the problem happening, or from when you should reasonably have known there was cause for complaint.

The other bits remain the same.