Ombudsman admits target shortfall amid soaring complaint numbers

The Office for Legal Complaints has once again highlighted the unprecedented demand for its services as it admitted falling well short of key performance targets. 

In its annual report for 2025/26, the complaints-handler notes that in the year to 31 March it received 14,000 new complaints, a 37% increase on the previous year. It resolved 8,199 complaints, down from 8,270 the previous year - which it said was within the range set out in its business plan.

However the annual report's scorecard for key performance indicators records several shortfalls. Only 27.8% of low-complexity compaints were resolved within 325 days, against a target of 80%. For high complexity claims, 63.6% were resolved in 500 days. This was an increase of 39.6 percentage points on the previous year, but a shortall on the target of 80%. 

While the volume of cases awaiting assessment fell 16% from last year, it was still 838 over the target of 2,767. Residential conveyancing remains by far the largest source of discontent, accounting for 36.1% of complaints. Personal injury, and wills and probate are the next biggest categories, each accounting for 13.6%. 

The percentage of 'consumer customers' satisfied with the outcome of the investigation remained static at 91%. The figure for 'provider' satisfaction rose by 63%, to 26%. 

According to the report, during the year the office resolved more than half of all complaints through its early resolution process. It also developed and piloted a 'model complaints resolution procedure, working with legal service providers, regulators and consumer organisations to improve complaints handling at source'.

Staff numbers increased from 291 to 304; the highest-paid individual's salary rose by 3.6% to £150,000-£155,000. 

Chief ombudsman Phil Cain said: 'More than 14,000 people turned to us for help in 2025/26 – a 37% increase on the previous year – yet we continued to deliver fair, independent outcomes for consumers while improving how we work. This is testament to the dedication and professionalism of LeO colleagues during a year of unprecedented demand.'

However he said the report confirms that rising demand 'cannot be addressed through incremental change alone. Our ambition is to build a more agile, digitally enabled scheme that not only resolves complaints effectively, but uses its insight and experience to help prevent problems arising in the first place. By transforming how we operate, we can create a more sustainable and accessible service for consumers and the legal sector alike.'

The ombudsman this year requested an 11.1% increase in its budget, insisting it was the only option for dealing with unprecedented numbers of complaints.