A Lawyer Talks podcast

LeO bares its teeth

20.10.2026
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Solicitors’ and barristers’ representatives have expressed concern at plans to increase the fees that lawyers have to pay the legal ombudsman — known as LeO — if complaints against them are upheld. Unless providers of legal services had taken all reasonable steps to resolve a complaint, they could be charged £200, £750 or £1,500 under the proposals — depending on the stage at which the complaint was resolved by the ombudsman.

Lawyers currently pay a flat fee of £400 after a finding of poor service or poor complaint handling and the remaining cost of running the complaints service is met by all regulated lawyers.

Responding last month to a consultation by the Office for Legal Complaints, which oversees the ombudsman’s work, the Bar Council argued that self-employed barristers might be denied the opportunity of a final decision in their favour if they could not take the risk of having to pay £1,500.

The Law Society also thought there was a real risk that the proposals would encourage law firms to settle complaints regardless of merit, simply because it would be cheaper than pursuing a legitimate defence. “This would be unfair to legal providers and would distort the purpose of the complaints system.”

For the latest of my series of podcast interviews about the bewildering number of institutions involved in regulating legal services, I went to see the chief legal ombudsman Phil Cain (on the right in the image) and his boss Ric Blakeway (left), who chairs the Office for Legal Complaints. They told me about their plans to speed up complaint handling and make the process more transparent for users of legal services.

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