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Legal Ombudsman's Scheme Rules have changed from 1 April 2023

Author: Professional Standards Department

Published: 14 Apr 2023

New Legal Ombudsman's postal address from 22 January 2024

Ensure your records are current. From 22 January 2024, all written correspondence should be sent to: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

The Legal Ombudsman's Scheme Rules set out the framework for how complaints are resolved between authorised persons and complainants under the scheme. As of 1 April 2023, after a consultation process in April 2022, a number of revisions to the existing Scheme Rules went into effect.

The changes can be broken down into four areas. They are:

  1. a change to its time limits;
  2. its discretion to decline to issue a formal Ombudsman decision, if no substantive comments are provided, in response to an investigator’s case decision, if neither party raise any substantive objection to the findings of the case decision;
  3. a change to the Ombudsman’s discretion to dismiss or discontinue a complaint in certain circumstances; and
  4. minor changes to review and refresh the existing Scheme Rules, including new dates and correcting previous typographical errors.