Legal Ombudsman research indicates that clients aren’t being made aware of their right to complain about poor service by lawyers. That’s despite a regulatory obligation on lawyers to signpost to the scheme.
When asked how they first heard about the Legal Ombudsman, less than a quarter (just 20%) of people recalled hearing about the scheme from their lawyer.
According to a separate analysis of service providers’ internal complaint procedures, 72% of the sample provided no signposting information or, if they did, it was incorrect.
Unbelievable really !