3rd April 2023
LeO (an independent complaints body which investigates complaints from clients about their legal service providers in England and Wales) is introducing updated rules, effective from 01April 2023.
A key change relates to the timescale to refer complaints to them: this is reducing to within 1 year from the date of the act or omission about which you are concerned or within 1 year from when you should reasonably have known there was cause for complaint.
The requirement to refer complaints to LeO within 6 months of receiving a final response from us about a complaint will remain the same under the new rules.
LeO will have discretion to extend the timescale beyond 1 year where it considers it would be fair and reasonable to do so, however this is at their discretion and will be considered on a case-by-case basis.
For more information, please refer to our Complaints Policy. To view LeO’s rules in full, please click here: see the LeO Rules.
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