Following an eight-week consultation, the Legal Services Board (LSB) has published its updated requirements and guidance for regulators on complaints handling – covering complaints made through lawyers’ in-house procedures and signposting to the Legal Ombudsman.

Neil Buckley, Chief Executive of the Legal Services Board said:

“The way in which complaints are handled is a key element of consumer protection. The LSB first issued requirements and guidance to regulators on complaints handling in 2010. Much has changed since then and this consultation has helped us understand how the process is working and what can be done to improve it. I have also been encouraged by the responses from regulators to it.

Data collected during this consultation shows how improvements are happening in complaints handling. It also shows, however, that the number of consumers who could be termed “silent sufferers” appears to remain relatively high.

These are people who understand how to complain but are unwilling to do so due to lack of confidence that their provider will resolve their complaint. We believe that the regulators need to build on what they have already done to encourage those who are regulated to improve how they handle complaints. We are therefore urging the use of complaints data, from both the legal services providers and the Legal Ombudsman, to increase understanding of risks in the delivery of legal services.”