23 Jan

Changes to the Legal Ombudsman’s Scheme Rules

Following a review earlier this year, the new Legal Ombudsman scheme rules will come into effect from 1 April 2023, with a focus on opportunities to improve the customer experience. 


The changes are being published ahead of the implementation date in order to give firms and other service providers time to review internal procedures and ensure that any internal changes that may be required are in place for 1 April 2023.


LeO are running a series of free training sessions (including a session on the new scheme rules implementation) to review the key changes and potential impacts.


They will be publishing further information over the next few weeks to ensure that firms and customers are aware of how the changes might affect processes or their complaint.  Related templates, factsheets and guidance notes will also be made available on the LeO website.