Former police chief appointed to lead complaints service

An Iraq veteran and retired former police chief is the new leader of the legal ombudsman service, it has been announced. Phil Cain will take over as chief ombudsman next February after joining from the Gangmasters and Labour Abuse Authority, where he currently serves as executive director.

The Office for Legal Complaints said it had appointed Cain following an open and competitive tendering process and cited his experience in organisational transformation and efficiency. 

Before joining the GLAA, Cain was the deputy chief constable of North Yorkshire Police for more than 20 years and spent the previous decade serving with the Royal Air Force. He earnt the General Service Medal with two bars for his service in Northern Ireland and Iraq.

Elisabeth Davies, chair of the OLC, said: ‘His extensive experience and unwavering commitment to public service set him apart in a highly competitive field, alongside his clear vision and collaborative leadership style. Phil joins LeO at a pivotal moment, as we continue to focus on enhancing the experience of those who rely on legal services at a time of significantly increasing demand for LeO’s help.’

The ombudsman service has reported receiving an ‘unprecedented’ number of complaints about lawyers in the past year. Last month it set out how a budget increase of 12.1% was needed to meet rising demand and institute radical changes in the organisation.

During his time in the police, Cain managed a multi-million pound transformation programme integrating back-office functions of the police and fire services. He also developed national initiatives to improve diversity and inclusion within UK policing.

At the GLAA, a public body designed to protect vulnerable and exploited workers, he also led a successful overhaul of the organisation.

In a blog post to mark his departure from the police, Cain described himself as a ‘half-Chinese estate kid who didn’t even know what a-levels were’. He did not declare his true ethnicity when he joined the police because he thought it might affect his application, and championed diversity and inclusion when he reached senior levels.

On his appointment today, he said: 'I look forward to working closely with the OLC, LeO colleagues, and partners across the sector to understand what is working well and how LeO can transform to a service enabled to deliver its vital role at a time when more consumers are turning to it for support.’

Cain’s predecessor Paul McFadden received a salary of between £145,000 and £150,000 in this financial year, with pension benefits of £15,000.